Bad service, and want my refund

Requested on the 5th september waited for a ride for an hour while the amount was taken upfront in my account had no option but to cancel due to that i was in a rush and take public .Its more than 10 days i am waiting fory refund ,worse the app states they havent charged me by card its was by cash no amount was paid when i contact them they tell me to contact my bank because i have proof my bank tells me to contact uber to do the refund so i am very upset and this is daylight ****