Poor service and help from Uber eats

I was charged for an order that was "delivered" and the uber driver didn't take my calls to query. When logged through "help" Ameer kept disputing my claim saying the delivery partner waiting over 8min at my address even though I kept reiterating I checked the footage as this was at my work office where I'm the secretary right in front. The footage, as explained shows the driver going to the wrong floor. So where did my order go? Explaining all this and they keep blaming me saying the driver waited at my address