Placed an order and got called by the delivery driver outside the restaurant to say due to a police incident it's closed and they cannot pick it up. I was asked to cancel the order by calling UberEats. Not great, given he was an employee and could have presumably done that for me but OK. I called their customer service line and explained the issue. Took so long just to get them to understand what their own driver had told me. Anyway after 30 mins on the phone the order is cancelled and I got an email confirmation. I was assured the money would not go out of my account as I had seen the authorisation flash from my bank. A few days later, guess what? The money is taken from my account. So call number 2 is made to the customer service team who again take a great deal of time looking through notes, asking the same questions, getting cancellation info from the email confirmation etc. Finally I am told a refund will be processed and I'll get it in a couple of weeks. Nearly 3 weeks have passed and nothing, so call number 3 made to their CS line. The person takes the same info & says the refund was made their end, there's nothing they can do. Maybe wait a couple of days more or contact McDonalds. I asked for it to be escalated within their business as they have the connection and relationship with McDonalds, not me. I have no way of contacting them about this and all the terms I read pushed me in Uber Eats' direction. He refused, so I asked to speak to a manager. I politely explained the issue to her and she couldnt have been more disinterested. There would be no finding out why the refund hadnt gone through from their end, it was up to me to ask my bank why the refund hadnt gone through. "And what information do I give them about when you processed the transaction, under what reference number and from what account? They cannot trace a payment without information." "Tell them it would say "UberEats" on it. I'm disconnecting the call now as I cannot carry on the conversation". Absolutely shocking