Deliveroo complaint: Levied charges for an undelivered order

I had placed an order with deliveroo having order ID 4098 where the order was not delivered to me and the order got canceled and I was charged for it anyway.

and when I went on to asking help to resolve my issue I was told that I was messaged by the rider in the app and I didn’t respond so the order was canceled whereas the other times when I get any order delivery I am always called on my contact no. or at least the doorbell is rung by the rider. None of the mediums were actually tried and just a msg on the app was sent and then the order was cancelled and i was charged for it.

I was not even gazing at the app knowing that as soon as the rider will reach will either ring the doorbell or at least call me and within which I get to see my order has been canceled and within the same minute when I reached out the customer support seeking help or to retry to deliver it was hopeless and had nothing in their control to resolve. but to say that we are sorry that you are unhappy with the outcome. What’s the point of being a super plus member and placing the order regularly with deliveroo when these things are not even considered in the protocol while delivering the food.