Uber eats its a **** , poor service

On the date of 26th I have made an order from ubereats (Roman's pizza of R250) the driver did not arrive and I was charged for the order that I did not receive, I paid with my card and no refund was made back to my account I called romanz pizza was told if the order is departed they cannot do anything I must call Ubereats ,i can't get hold ubereats, I want their service to be investigated or suspended this was my second experience yesterday same thing happend. I did not get my refund , I have proof for this