Drivers with no proper papers and *****ing of orders

UberEats seems to be using foreigners with no proper legal papers and it has been happening for a year or more now. You place your order using the app and once they get to the estate gate they refuse them entry because they don't posses the legal papers like ID or drivers licence, these drivers then mark the trip as completed but your order is actually never delivered and at the same time you get charged for it. I have brought this issue to their attention via their app but they refuse to assist.