may order was never delivered but marked as delivered

on Friday the 10 July 2020 i ordered King steer sharing meal around 18:30 and the estimated delivery time was 19:05. I waited patiently and kept tracking my order #EE5A9, I was advised on the app that Lucia driving BT58TGGP is on her way around 19:30 but to my surprise, Lucia sent me a message advising me that she doesn't deliver in my area and she was going to cancel my order.

i asked her what was going to happen to the food she collected? she said Steers is now closed, she then told me i'll have to send my complaint to Ubereats they will refund me.

when i was still chatting with her, all the conversation was gone and she marked my order as delivered.

i complained twice on an app but nobody contacted me. i called Ubereats customer care line on Saturday morning, the lady i spoke to said i must wait for them to contact me. today is Monday and i have't received any communication regarding my refund.