Uber not refunding my trip!!!

On 14th December 2024, we requested an XL Uber in Muizenberg, however needed to cancel, the Trip was R346 when we requested it. when we cancelled the trip the cancellation fee was R25. We never received the refund of the difference which is R321. Everytime I contact UBER, they said there was a hold and my bank should resolve it. asked me to wait 15days, still no refund in my wallet or my bank. What is happening Uber????