UberEats has ****mers

Last night I ordered food via UberEats and it took a while to prep (at Nandos, Northview branch), the driver texted me and informed me that he is at the restaurant but my order was not there, and asked me to call them. I called and no answer, I cancelled the order and was charged for it nonetheless! So I drove there and their drive through was closed so had to go inside. Upon speaking to the cashier: she advised me that the was an ID issue with the driver and he had to be vetted/onboarded first, but my order was just given to him a minute or so before I walked in and that they cannot help me with this and they know the driver but do not have his details. The driver (name: Teddy and he was driving a Renault, took an screenshot of our conversation) and the restaurant have not reached out to me ever since and the UberEats app was very useless in helping me speak with someone. I have been ****med!