A very bad experience with Uber Eats

I ordered myself a meal (burger, chips, onion rings and cheese sticks) from Burger King in Table View.

I took them 1 hour 35min to deliver my order.

When the Uber driver arrived, he Firstly did not sanitize my hands nor his when he handed my food to me, Secondly the contents of the order was laying all over in the bag.

When I tried to put the contents of the bag into their relevant boxes, I found it all to be cold.

I then tried to warm it up in the microwave and it did not taste the same, so I did not enjoy my meal and reported it to Uber Eats.

They came back telling me that they are sorry for my ordeal and offered me R15 off my next purchase.

I was not happy about it and took it up with them, the Uber Support member then sent to me in mail that I will be refunded in full for my ordeal.

Now knowing what bank they bank with, I waited until today and asked when I will be receiving my refund, only to be told that they cannot revert to matters that has been "closed".

I then forward them the mail stating that I will be refunded, only then to be told that they are unable to do so.

So here I am, R141 less in my account, because I could not eat the cold food that was brought to me after paying them to do so and not receiving my refund after being promised that on mail.

I want an apology letter from the "agent" that promised me my refund after knowing that they are not going to give my my refund and my money back!