Online payment issue

I ordered food from Al Makkah naan shop on food panda my payment was deducted through easy paisa but they cancelled my order when I reached to live chat on app miss Shahnaz M connected with me and she didn't guide me accordingly she was only repeating that our team will contact you I can't do anything for on my end. This is not the way they are dealing with customer. If there agents can't handle customer problems than why are they hiring them.