Charged for trip that did not happen. Team refuses to refund

Yesterday the 25th August 2024 I booked a Uber trip. It did not happen. I have screenshots of me contacting the driver,and a video of me waiting at the location. I had to book a second trip from the same location so I could go home. I contacted their support team and they said I did take the trip, even though I have messages of me contacting the driver while "on this trip" and a video of me still at the pickup location. The support team refuse to receive this video. Also me booking a second trip from the same location to the same location should be evident enough that I did not get picked up on the first trip . They refuse to refund me for a trip that did not happen. Also keep in mind that I pay extra for their Uber one plan ontop of this. Also they are just closing my query now whenever I open it, they are not responding at all since they know they are in the wrong.