Uber Eats steak your money and food

Last night (Friday 29 Nov) I ordered Uber Eats from Lucas. The driver messaged to say she was lost. I was using the chat feature on the app to give directions to the house. The next thing, I get a notification saying the food has been delivered. The food never arrived at our house. The money went off my account, almost R300. When I deal with Uber eats support they said they can’t help. How are they not able to contact the driver and find out where she is/what happened. I feel like I have been ******! I use Uber eats quite regularly and can be assured that I will never use the service again! What disgusting service!