Uber Eats complaint: Charged for food not delivered

I placed an order on the 9th September, the expected delivery time was 5:15pm. The driver contacted me at 5:18pm to let me know he couldn’t find the address. We the address, I offer him more details as to what the address looks like. Driver calls at 5:31 and is no where near the location asking again what the building looks like, I once again explain. It’s now 5:45pm and the driver still isn’t here. At this point the food would be cold. I contact the driver and ask him to cancel the order. He does not. He calls and calls and calls and decides to mark the order as delivered.

I contact their customer service who are quite frankly, rude. The representative I talk to abruptly closes the chat although I’m being polite.

I follow up with it today (10th September) and the customer service team are lying saying the driver followed all instructions so I’m not eligible for a refund.

long story short, I didn’t receive my order and they’re happy to lie to me