Bad service

I was placing an order on ubereats then it shows me that it didn't went through so i place a second order and it wen through i even received an order number, but to my surprise when i check the email i receive the receipt of the order that didn't go through, i tried t report and they send an email that they have refunded my money which i did not get i end up loading another voucher and order i have screenshot of all the things im saying. I tried to contact on Facebook but no respond on the app i cant xomplain because the order did not give me order number