Poor service

I have been trying to contact you guys because I was charged for a trip that you cancelled but you didn’t refund the money …. I waited hours last night I was left stranded in the middle of nowhere because of your drivers incompetence, he asked me for money outside the ride app and when I refused he then asked me to cancel the ride , I waited hours and hours for you guys to refund as I was supposed to use it for next ride , even now I’m still waiting but I’m not getting any response