No refunds?

I wish I could put -1 star, but here we go. I have never had a good experience with uber as a whole as they constantly *****ed me over at every turn that I have used them. Unfortunately the day that I wanted to order through Mr D (my usual ordering service) they were down for maintenance, it happens. Didn't have my car so I needed to order as the power was out and I could not cook either. I ordered through Uber eats and they delivered the order. Items were missing, I queried it on their support and was informed I will be getting a refund. It has been 11 days and I have heard nothing and received no refund. I decided to contact them again. They claimed the "refund failed", firstly how does a refund fail? They then added the "refund" as credit to my account and never informed me. They have point blank ****** from me and have taken no responsibility to even assist me correctly and keep saying that they're glad the issue was resolved before passing my issue to their bot again. This isn't the first time that i have spent with them and never saw the money again and I am extremely disappointed. No my issue has a reply from the uber bot stating "Waiting for your reply". This company either needs to fix their **** or close for good.