Uber eats ***** your money and food

Uber Eats South Africa and delivery personnel are a bunch of *******. Today I ordered food. It was cancelled andvstated that "wasn't charged" I paid upfront for my order with my card connected to the app. They now refuse to refund me. They making excuses that the delivery guy tried contacting me and I need to call my delivery guy. His details have also completely disappeared so how can I contact the delivery guy Also before I could respond to their bs response of how the delivery guy tried to contact and I must contact him ect they closed my ticket... immediately. They didn't even let me respond