Just Eat complaint: Refund not recieved, consequently new delivery not recieved, refusal of help

I made an order which was cancelled yet charged for, which when disputed I was told a full refund was coming as the customer service agreed this was due given the circumstances. I have the recording of this phone call as evidence, the refund never arrived, when trying to discuss on the chat service they ‘provide’ i was again given ation of the refund due (again i kept screen shots) but for some reason she couldnt actually give me the refund and exited the conversation, so I tried again and again and told by the next two people no refund is due and thats that and ended the chats. I further tried to seek help on this and sent numerous emails and made phone calls, no phone calls accepted and no response to emails. I then whilst awaitingan email repsonse still had credit on my account and ordered again, i used the tracker to follow the delivery said was due at 9:36am however at 9:34am it said delivered, I am at home sitting by the window waiting, no one entered the street whatsoever and from the tracker watching the delivery vehicle was no where near my house or road at this point – i therefore once again tried to go on the chat ‘help’ to which I was told she refuses to help me due to a previous issue on my account (obviously the refund i am awaiting) and therefore no help and ended the conversation, so not only has the refund that was agreed been not given and absolutely no one at Justeat will respond on this matter but no they have literally stolen money from me and refuse to discuss it. I have no other option but to take to Consumer Ombudsman.