UberEats does not deliver or refund

I have been a regular customer of UberEats. Today I ordered from McDonalds via UberEats and my order was late. I tried contacting the driver and he ignored me. I contacted the help chat and they asked me to wait. Suddenly the order was marked complete even though I did not get it. The help chat said the order is complete and they can’t help me. Now I sit with a R500 credit card charge and hungry kids. Still no response from them.