Driver theft / lack of communication

I am extremely disappointed with the lack of response from your team regarding a serious issue I have raised through the app. I booked an Uber Parcel to collect a Nike jacket and T-shirt which was brand know as it was collected from the buyer, both valued at well over R1000. I have proof from the seller confirming that they handed the items over to the driver. However, instead of completing the trip, the driver arrived at the pickup location, confirmed the order under the name “Muneerah,” took possession of the goods, and then immediately canceled the trip. The Uber app shows that the driver never moved from the pickup location before canceling. This is outright theft, and I expect immediate action. Either I am compensated for the full value of my goods, or the driver is held accountable and delivers them as originally requested. It is unacceptable that I have received no response despite reporting this through the app. I expect a prompt resolution to this matter