- Penalty charged against order cancellation ^Open

Pooja Sonar filed this complaint against zomato food app on Jun 18, 2019

I ordered pizza on monday ** june'** at **:** pm with an order number **********. When item was in cart it shown price rs. *** using **% discount and rs ** in my wallet.
But when i finally placed the order they deducted ***. Then due to which i cancelled the order and they hadn't delivered order and took whole money as penalty.
They don't have any call centre to talk to, but only chat support which is time consuming and they reply very late.
I was frustrated and wanted to camcel the order without even reading the message i cancelled because there was no typing option was given, only pre generated messages were there. So how could i chat with them. They had took my money. And despite of complaining i have only received a mail mentioning that there operater messagedme about the cancellation penalty, it means they are not going to return. I am attaching mail with as a support document.
We live in india and our native language is hindi. I have certain points to raise
*- When it was showing the amount in my cart was Rs.*** after using my wallet amount in zomato and **% discounts then why at the time of payment they deducted ***without informing us ?
*- They don't have any customer support so that we can talk, only option is chatting, and i am living with two kids who were so excited for pizza, so that i wasn't aware that you will deduct whole money as penalty because in others they just add money to the wallet, i thought it might be the same process
*- Who takes the ***% penalty ?

Its not a matter of money now its a matter of pride. Please help me.

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