Uber cancellation and money not reversed back to my account card payment

I recently requested an Uber twice and had to cancel both trips because the drivers were taking too long to arrive. Usually, Uber charges a cancellation fee but reverses it afterward. However, this time, the money was not refunded, even though I was using my card for payment. I lodged a complaint through the app twice, and each time I was advised to check with my bank.

This issue happened again with another trip, resulting in the same outcome. Imagine if the funds I used were all I had in my account—being told to check with my bank feels inadequate. Now, for these 2 trips totaling about R300, no refunds have been made to my account.