I want my refund

Order no #3B3D6

I ordered Thursday food using the app and is not my 1st time ordering,I got a call from uber call cut after then on my app shows food was delivered I called immediately because I was home and there was nothing outside ..the lady called hlengiwe prudence said to me she’s returning my order to the store because urber cancelled my ordet , I asked the lady how coz on my app shows u delivered the food but I ddnt not get . She said she’s taking it to Mc Donald’s, I drive to Mc Donald’s there was nothing ..immediately after my call with her I used uber app to advice and ask for help they didn’t respond after yesterday they told me they can’t refund my money coz all processes was followed wheels I’m the Custer reporting to them wat happened and wat the lady said they can’t go back and listen to call recording then follow process.. im writing this frustrated i need my money from urber eats because even at the store they say that people complain a lot about urber eats, I have witnesses from the store .. my question is urber can even provide excellent service to follow up this by listening to call that I’ve made before concluding that everything was done accordingly.. I want my money back my name is Lerato