Very poor service from Pedros Cresta crossing and their uber driver

I’m very irate and disappointed at the service I got from Pedros at Cresta crossing , uber driver said he have arrived where as he was not at my premise , we communicated via message and he asked for my address and number which I gave him and I asked him if was coming and he said yes was coming, and hour later no call from him and my order was completed and receipt said I was not charged however my money was not refunded back to my account, I wrote to their support team and they said they won’t be refunding me and they sent a picture of my food that I ordered placed in the sewage tank in the place that I don’t even know.