Double charges

I am writing to formally dispute a double charge on a recent Uber Eats order and to express my dissatisfaction with both the quality of the food delivered and the poor handling of my complaint.

I was charged twice for the same order:

R111.40 was deducted from card ending in 0268

R280.80 was also deducted from card ending in 8031

There were sufficient funds on both cards to cover the cost of the order. There was no reason for the transaction to be split across multiple payment methods, especially without clear notice or consent. This has resulted in an overcharge which I would like refunded immediately.

In addition, the food delivered was burnt, dry, and not edible by the time it arrived. I lodged a claim through your help line regarding both the poor food quality and the double charge. Initially, I received a response stating:

"After reviewing your account, your order was charged to more than one payment method registered on your account. When you don’t have enough funds in your registered account or in the Uber credit to cover an order, the remaining cost will be charged to the other available payment method on your account. For security reasons, before charging an order from your payment method, we may occasionally verify your payment method has sufficient funds via issuing an authorization hold. This will appear as a pending charge on your account’s payment method and the authorization hold will be voided."

This explanation is not acceptable. As I mentioned, both cards had sufficient funds at the time of the order. Furthermore, the amount has not appeared as a temporary hold—it has been fully deducted from both accounts. I also followed up on my initial complaint, but I have not received any further response.

I am requesting the following:

A full refund of the duplicate charges ( R111.40 and R280.80)

Compensation or refund for the inedible food