Ubereats not delivering food and still charging

Ubereats has left my food order outside the gate of the complex without trying to get in to deliver. It was the 2nd time they did that today and they claim they cannot refund as the courier tried contact me. I had my phone in my hand the entire time and I have no missed calls nor messages from them. I am very disappointed with Ubereats, I had given them the benefit of the doubt the first time around.