Disgusted in Uber Eats

I requested Uber Eats to deliver to an estate in Centurion, where I was visiting on the 7th of December. I gave security at the gate a heads up and submitted a special delivery request for the driver to ask security at the gate to call the owner of the house. (All of this to make sure we receive our order). We never heard from the driver and security said he never came to the gate. After an hour of waiting I cancelled my order on the app. I never thought Uber eats would have charged me after receiving my monthly statement today I found to my horror, they did!!! I am disgusted in Uber Eats since I logged a complaint and was told that the window for refunds have lapsed. I was told that they could not get hold of me by phone but why did the driver not follow instructions on the app????