UBER Cancelled my request after taking my money

I placed an order for a meal on the 19 October 2019 using the uber app website with my account.

The order went through and money was deducted from my account. While tracking my order, it said driver on route to collect it for me for about 20 minutes, Then suddenly the order was canceled. Without reason or excuse for the cancellation. Thereafter my money was refunded excluding a reversal amount. The full amount was NOT Reversed. I then sent UBER an email expressing my complaint. To this day I have yet to receive an email back.

If this order was not able to be completed anyway, why not just put it on the app, why take my money then cancel.

And this is not the first time I have experienced this, I previously experienced this on the Uber cab app as well.