Bad service from UberEATS in Rustenburg

I have ordered with UberEATS at Rustenburg from fishways, he didn't call me and I called fishways and I was advised by a very kind lady to Lodge a complain, one minute later they rejected my claim, I haven't got my order and my MONEY is gone. The driver took a picture NEXT TO his bag, there's nothing where he claimed, YET they REJECTED my claim. Thank you.