Terrible customer service

I took an Uber on 22 Feb and my payment method was set to cash. I tried to change it mid trip to voucher but received a notification which said I can't change payment method trip.

I paid cash and 2 minutes after I got out the Uber, my voucher was deducted for R279 as well.

I logged a support ticket and received a response on 25 February but not refund.

I have since logged several tickets requestig an úpdate but just get the same response - I must contact my bank to track the refund.

I keep telling them I don't have a card linked to my Uber account and why would it be refunded to my bank when I paid via voucher and cash.

I'm stumped as to how no-one can give me a straight answer as to where the money was processed to and this after 3 weeks.