****med by Uber eats

I placed an order with Uber eats.from KFC Braamfontein. The delivery person's name is Frank. Frank marked my order as "completed" but I actually didn't get my order.

We were communicating via the app through texts because for some odd reason reason, ubereats couldn't connect me through him and likewise Uber eats couldn't connect him through me because I was getting notifications that he tried to call but couldn't connect to me, the same way I tried phoning him but wasn't able to reach him.

Before all that, we were communicating with no problems via the text app with me directing him where exactly to deliver then all of a sudden he stopped responding and marked my order as "completed" without me getting my order.

I reported this to Uber eats, they told me they can't refund me because the delivery person tried to reach me but couldn't, the same way I was also trying to reach him but was not able to connect through to him.

I don't understand why I am not getting my refund because the fault is the drivers.