Taxify Driver never arrived and got charged for it

I have ordered a ride on 12 Jan 2018 between 14:35 and 14:38 for my wife and children. The driver accepted the ride showing 2 minutes to arrival. Immediately after the request was accepted, I received an arrival notification, but the map showed the vehicle moving further away from where it originally was and there was no one at my location. I then phoned the driver who told me that he was outside and I should come to him. I then told him it is way too far (about 1.3km away) and he should go to the correct collection address as per the app. The driver then proceeded to drive all the way to the drop point without collecting my family. The driver then phone me telling me he was waiting outside. I then told him he was at the wrong place and he should cancel. I was then also charged an amount of R65.00. I was unable to cancel the ride on the app due to the driver's notification that the trip was already in progress, although he was never there. I have emailed Taxify on the 12th and have not heard anything from them since.