#E40FD - no refund after 31 days

Uber eats I am extremely frustrated, my order was delivered with missing items on 31 July I immediately reported it on the app and was advised that I would be refunded to my card between 3-7 days, I’ve followed up everyday on Facebook messenger and I was told the refund is processed and I should be patient, I was provided with a reference to give to my financial institution, my bank has confirmed that the reference cannot be traced and that there is no pending refund from Uber eats, it is now 31 days later and I have not received my refund this is absolutely ridiculous! I want my refund immediately