Delivery not completed, no refund

My delivery did not arrive yet the driver says its completed, how when they needed my pin to complete the delivery and since they didnt arrive where did they get the pin. I requested a refund and it was not considered meaning now I got ****med because the food was paid for. See the response below. Hi Thembelihle,

We reviewed your order again and can confirm that it isn’t eligible for a refund.

The delivery partner followed our policy and waited the required amount of time at the delivery address before marking the order as completed.

-Uber Support

Our system provided this response based on your issue.