Uber Eats is a ****

Uber eats and or their drivers are ****ming people. I ordered food today, R476 and I never got my delivery. I live in a complex, the driver, Ferdinand messaged me and said he had arrived. I went to the gate and there was no one. I waited a bit because I thought he was still coming. Then the app showed the order as delivered. I contacted Uber eats and they tried to contact Ferdinand and it would ring once and put it down. I had to answer about four questions. They rep**** that they will not refund me without any explanation. I tried contacting them again to no avail. I need assistance to get my money back. Also is there anyway in which I can contact my bank and stop the payment since the order was not delivered.