Disgusting customer service from UBEREATS

I am so displeased with Uber eats after being a consistent and loyal client of theirs they failed to deliver a product I ordered and when I told the driver I was not willing to take the incorrect order he said I have to take it in order to lodge a complaint for my refund of which I did. When I lodged the complaint 16 days ago , I was told stories before they actually agreed to giving me a refund bare in mind I explained to them that I am not looking to get a full refund , I just will not pay 70rand extra for something that did not arrive. The agent agreed and said they processed refund and I should give it 3-10 working days (which ended Friday fully) . When I chat to them now they all of a sudden don’t understand English and close my tickets. This customer service is something that needs to be looked into. We pay for a service but this is the bull**** we get?? Uber eats just doesn’t care about their clients , I guess we have made it enough money to not care . HIGHLY DISSATISFIED AND DISGUSTED.