Refusing to refund undelivered order

Order #B11B4

On Friday 16 October I placed an order with Uber Eats. The order didn't arrive and showed as "CURRENTLY UNAVAILABLE" after they took the payment from my account. (Also not tge the first time). I emailed them to notify that the order was not delivered and I also sent them a Messenger with a screenshot of the order showing as unavailable.

Their online help portal is NOT user friendly and didn't allow me to log an online enquiry that the order wasn't delivered as the order was still "too new". On Saturday I received a messenger reply from them requesting whether I received my order or not so that they can investigate. I rep**** that I didn't receive my order, but then they just continued ignoring me and didn't respond back again (conveniently).

Today I managed to log an online enquiry, and now they're refusing to refund me without even investigating because it's 48+ hours later, even though they were notified the SAME night which they acknowledged the next day.

Uber, YOU canceled my order and took my money, I've sent you proof of this and the communication within the 48 hour time frame. REFUND MY MONEY!!!