My money is ****** by Uber Eats

I ordered food from Burger King through Uber Eats. The scooter guy texted me that he was getting lost and requested me to call him because he didn't have airtime. I waited for more than an hour and later received a notification that the order was delivered. After writing a complaint, the response was that the guy was in my area and tried to call me . No food received, my money is gone and they're not willing to refund me .