Taxify does not respond to customer emails.

I requested a ride on the morning of the 30th of October. The driver arrived and told us that he didn't have petrol and didn't have money for petrol. As I was paying using my card he couldn't complete the ride so HE supposedly cancelled the ride. A few seconds later I got notification that I had been charged R21 for the trip. I tried to report this issue on the app and got an error, I tried later in the day still same error. I tried logging on to the website - got incorrect password issue, tried changing my password and I am still waiting for the email to do that. So I sent an email to my city's email address, TWICE, and I still have not had a response.

Why should I have to pay for a driver not having petrol, why does a driver accept a trip, especially a long trip if he doesn't have petrol - am I supposed to then wait and pay for him to put petrol in his vehicle??????