Deliveroo complaint: food not delivered refund not received

I ordered some food from flames via Deliveroo the driver messaged my number to say he was downstairs in carpark I’m on a top floor flat and informed him I was on my way down I got into carpark waved at driver and he drove off after flashing headlights to acknowledge I was there. I contacted Deliveroo via chat who stated there was nothing they could do apart from issue a refund this was on the 9th of November. I Have contacted Deliveroo on 3 occasions after his date due to me receiving no refund the first person I spoke to informed me if I didn’t receive in 10 days to get back InTouch. I still didn’t receive so contacted them again I was told that the refund was processed and that I had to wait 57 days the person I spoke to didn’t let me elaborate and abruptly ended the chat. On the third occasion I had tried to put in an order with Deliveroo and it wouldn’t let me. I spoke to someone on chat who informed me that when I had asked for a refund due to not receiving my order the person, I had spoken to had suspended my Deliveroo account just for asking for a refund in which I am in my rights to do due to paying for a service and not receiving it. I have been informed that I will be contacted within 48 hours by the escalation time which I’ve been told before and this has not happened. I’ve been a Deliveroo user for about 3 years and I’m absolutely appalled at the way I’ve been treated. I’d like the 18-pound 78p from Deliveroo that they said they had refunded I’d also like to know why they felt the need to suspend my account for asking for a refund. I’d also like an apology and a form of compensation for the inconvenience this has caused during a cost-of-living crisis.