Charged for a service not delivered and still no refund

I booked a trip on Uber on September 6th 2021, I booked as I needed a parcel delivered but required a car.

The first driver informed me, he does not have a car but a bike, we agreed that he cancel

The second driver also advised he has a bike and not a car. He asked me to cancel but I was struggling to cancel on my side. He got help from Uber support and the trip was cancelled

Third driver, I asked if he has a car or bike and he informed me he has a bike as well. Again I could not cancel from my side but when he was at least 7 minutes away I asked him not to come because he was not able to take the parcel.

He blatantly ignored and next thing he says he is outside. My sister went out and there was no one. I then get a notification he is on his way to the drop off point

When he "arrived" I asked him why he still went? He read the message and did not reply.

I immediately reported the matter via the app and the response was not satisfactory. They acknowledged that what he did was wrong but did not indicate that my money would be refunded. I sent follow messages but it went unresolved

On the app there is no way to track the messages. Also note the request was for Uber's parcel delivery because I was mindful of whether a normal Uber would accept the parcel

I tried contacting the number for rider support support numerous times but simply cannot get through. I also reached out via Instagram but to date no response

This morning I wanted to check if the money has been refunded but it still reflects that it was deducted but no refund. I checked that trip and it looked like the amount is pending. I contacted them again via the app to dispute this but they advised I am out of their window period to claim - despite several attempts within the day period

I am beyond frustrated with Uber, first the ********* behavior of the driver followed by the lack of support from Uber