Uber Unauthorized Charge. No help at all

I received an unauthorized charge of R491 from Uber last night 18/07/2022. I logged in a complaint on the app and was told that a person (my partner) requested using my card but I was driving with the said person from Polokwane last night. I tried explaining this and was told there's nothing they can do because I know the person. I then called Support and explained my situation and that my partner did not request and that they can look into her account. They asked I ask my partner to call which she did and then she was told her account was cloned and the person requested using my card details. They also could prove that the request was not from her phone. The asked to delete her profile as a result. They then said the refund will reflect in 48 hours. Went back into the app and I found a message saying there is no refund. We called again and now we are being told that it was our fault and there is no refund and I should contact my bank. For what when it is an Uber *****. The person I was chatting to was also very rude (Usman Ahmad)