Cancelled order - refund was processed but never cleared in my bank account - uber ignores my request for a proof of payment

My order was cancelled 04 sep 2024. The refund status shows that the refund was actioned 05 sep. To date , nothing in my account. They say refund is with payment provider. I called capitec to check if there are any pending incoming funds . They say no, and can only check further if i have a proof of payment. I go back to uber requesting this 3 times . They just ignore me.