Just Eat complaint: Refuse to refund

Ordered through just eat and driver could not find me, this is due to the map being wrong on the just eat app. I have reported the location being wrong twice but refuse to fix error. We saw where the driver was on the app and went and found him only to find that it was completely the wrong order. The driver said he would cancel delivery but didn’t, so told just eat but instead of refunding me they credited my account. I escalated the matter and told them that this would not be any good to me as the map being wrong effects all future orders, and as I had to order through another service I was money down. I received an email saying they refuse to refund me as it’s against their policy. I asked to speak to a manager and for details of how to make an official complaint and they are now ignoring me. There is no telephone number to call and explain and no complaints service via the app, just how to complain of your food was late or cold etc.
it’s awful that you can’t speak to anyone, but even worse that they refuse to refund your card and only credit your account so they know they will get the money back from you once you use it.

The emails I received were rude and unhelpful, a team leader came back to me and they had clearly not even gone through the complaint as everything they said was wrong.

Each time you email them back someone new comes back with the same old thing so it’s impossible to actually speak with anyone.

I don’t know how to take this further as if I contact the ombudsman I have to prove I’ve filed an official complaint first.