Request for a refund

On the 29th of August I requested a ride and it cost me R194 however my ride was canceled for reasons unknown to me even though Uber had already deducted this amount from my account, I proceeded to order another ride which cost me almost R300. I had contacted my bank to ask them about the authorized hold over the R194, however this amount somehow disappeared from my banking statements and i could not get assistance. I tried calling, number doesn't work, sent several emails and no one seems interested to assist me,all they keep saying is that the money had an authorized hold over it and it was voided,its been 10 days and still no refund, I dont understand how okes just take money from people's account and come up with stories when its time to give out refunds. The fact of the matter is that money was deducted from my account and i never got it back, I WANT MY MONEY BACK!!!!