Urgent: RECEIPT

I requested a ride from Lumsden road at 15:12 something there it was R149 and driver picked us he was driving a white Kia ,from there to Phoenix plaza , when I'm getting home I'm checking on the app it saying the ride failed how when we paid for the ride when I'm contacting support they saying the cannot help me since it saying the ride failed ,and worse this is for work ,they are patiently waiting for the receipt, I'm so disappointed very disappointed