Theft Uber eats McDonald Donald Guandi Square jhb

On the 21/07/2025 during my Nightshift at work , I placed An order via Uber eats ( MC Donald Guandi Square). The arrival time was 19:45 ,during that process . Abudi ( driver text me via the app and asked for my cell phone number,he's reason was that he would call me once he's arrived , genuinely I thought this is excellent service,however around 19:45 I would not locate him on the app , then before 20:00 we went down to check him ,the security guard confirmed no order was delivered, please note we contacted him 4 times via the app with no success.

I then logged a query via the app that order was not received however message I received was : it looks as though you entered PIN that confirmed your order has been delivered.

I then escalated the matter via email to Bolt support explaining everything that transpired ok the 21/07/2025 ,however the feedback I'm getting is that I'm not eligible for a refund and the driver called and waited for me for 20 mins I responded stating that it's false information,the driver Abudi did not contact me at all ,I called him on this number 060 084 1284 ( voicemail) . The driver took my number and he entered the pin ,which he obviously received from me when I have him my contact number. This is ***** and poor customer service especially if I'm not eligible for a refund, paying for an order that I did not receive .