Order not delivered, no response from support

I ordered food from KFC on Friday the 25th the food was never received. I tried sending a message to the driver but the message screen was blank and I was not able too. I tried calling and was given a message that the call couldn't be put through as the number was not registered. I tried calling 4 times. It shows that the order was delivered. I contacted Uber support and was told a refund was processed to the cash wallet but when I went to use it to reorder food the credit was taken for an Uber go trip for the exact same total as the credit even though I didn't request and use Uber go on the date. I then went and sent another query to support to date no one has responded. This is unacceptable as Uber or the driver have taken money for an order that was never delivered.