Uber Terrible Customer Service, Misleading and Lying

I had a terrible experience with my trip with Uber, and I submitted a complaint to Uber, and I was notified that the cancellation fee that I had incurred was going to be reversed, and the trip fee be refunded, and these will reflect in my account in 2 to 3 working days. It’s been over two weeks now, and I still haven’t received this, I can’t even follow up on it because it’s saying that the matter is closed. Initially, when I would be following up, I would get an automated message saying that their systems are down. They are quick when communicating with me about other matters, but not this one.