Uber eats treats customers like nothing

Uber eats deducted money twice for my order on the 7th and again on the 15th wen i contacted them they said on the 7th it declined on their side so Capitec must refund me wen i went to Capitec they say dy want a letter of go ahead from Uber eats dt they can refund me Uber eats dsnt want to give me a letter iv been sending emails after emails they dont respond yesterday i received email dt dy r closing the case i dnt knw how cz it hasn't been resolved m disappointed on them all i want is a letter so dt i can get my money back