driver started a trip without me in the car but not refunded

ON THE 13/11/2020

I requested a trip from Sanberg to Ealing court, was chatting with the driver and told him I'm on my way as I was opening the gate he drove off started the trip while I was not int the car and went to Ealing court m, I did log this on uber support never got a response on this. I have proof on chats i was asking the driver where he was going without me being in the car