Is this actually a thing?

I don’t want to be a Karen but is this something Uber actually does or did this lady just steal my food and drop an excuse. I had to go through 45 mins of customer service to get it canceled. Why wouldn’t Uber cancel the order if there was an issue with the driver getting paid?

I don’t want to be a Karen but is this something Uber actually does or did this lady just steal my food and drop an excuse. I had to go through 45 mins of customer service to get it canceled. Why wouldn’t Uber cancel the order if there was an issue with the driver getting paid?