Refund

On the 2nd of july 2020 i purchased kfc n added n extra piece of chicken but i never got it in my order, i immediately noticed ubereats on the app and i was refunded but i never received the money and when i tried to complain a week later they told me i cant log a complaint after 48 hours even when i notified them i did log the complaint on time actually the same day. I was advised they cant help me. I contacted my bank n they requested a proof of refund n i still couldnt get ubereats to provide the proof for me. Can i get someone to help me with this as this has discouraged me to using the app