Duplicate charges & refusal of my refund

after using Uber for many years i was debited twice for a trip once before the trip started (as that is known as a payment hold) and when I logged onto my app later on the same day it requested another payment on the same trip of the same amount. i have sent proof & requested assistance from Uber via the app but apparently, the duplicate payment is still on hold 2 weeks after the trip. I'm very upset as the support I got was not good & still refusing to refund my money for a trip completed in March