Uber Eats complaint: They duped me of my money and never delivered the food

Hello. Sagarika here, I’ve been a regular customer of ubereats. But today I’ve had a very disappointing experience, I ordered for 2 portions of meal in the afternoon and your driver didn’t deliver my order. I was waiting for the order to arrive in the cold for more than 20 mins and your driver didn’t even reach the location.
Firstly he didn’t know English so he didn’t understand anything I said while I tried to guide him to an easily spotted location. He kept lying and disconnecting the call and started the timer when he wasn’t even close by. Is this some new form of duping people?

He didn’t do his job, he didn’t reach the location, he didn’t deliver the order and he cancelled the order.

What I’m I being punished for?

I pay £5 monthly for Uber one subscription and this is the service I get?

I need my refund asap or else I’m going to escalate this case further on all social media platforms. This behaviour is just not acceptable!!!!