Uber - Rude, unhelpful and unwilling to refund.

On the 15th of September 2018 I requested an uber to go home from a night out. Upon ordering the uber the fare of R450 was deducted. However our uber never arrived and because the money was deducted we had no money to order another one due to insufficient funds. We were stranded for hours because of this. Eventually we got home. The next day I contacted uber to ask for a refund of the money and they explained their authorisation hold that they have implemented. They told me that the money gets deducted and is held until the trip is completed. However we never ended up getting the uber we requested. They explained that the authorisation hold will be refunded. It has still not been refunded. When I was in contact with uber desperately trying to get the refund the response I received from the uber representative was extremely rude and uncaring. I am a student and R450 is a big deal for me. I am still waiting for my refund. I was told to contact my bank and they were as unhelpful. I believe the authorisation hold is justified. However if the uber never arrives and we never got the trip. How can they withhold the money.

The contact number which I ordered the uber on is + ********** 7165.