False Advertising / Poor Service / Basically THEFT to clients

I have yet again tried to book an Uber ride this morning. It took me over 45 mins to book a ride and it was only successful after the 3rd attempt. This has happened to me last year and the year before as well, more than once. At first, I left it as it is a bother to follow up and sort it out, so I left it. But, note this: I have 2 TRA profiles which I am paying for: one for myself and one for my mum. So I have access to 12 rides in a year, and I am still with TRA solely because of this, I could be paying much cheaper for GAP cover on 2 profiles elsewhere but I am still with TRA because of the 12 free Ubers. But this doesn't matter because out of the 12, I only end up using 6 to 8 - NOT because I don't use 12 a year, but because your system is so messed and it's so frustrating booking an Uber with you that I rather pay cash - or walk - it may even be faster, seriously! Which brings me to today: 3 attempts and almost an hour to book a ride. The last time I had someone waiting in a dangerous place who waited for more than an hour and the Uber still didn't pitch up - so I had to book another taxi - this is not acceptable. Remember, I could be waiting for a ride which is a service that is part of the package that I pay for - and what happens if I am waiting indefinitely and I get ******, ******, stabbed, etc - when you service providers take an hour to fetch me? Where does liability lie? Do you see the consequences and repercussions of your poor service and how it can affect your client?

Please refer to the attached screenshots from my phone today. I only booked and made use of 1 ride and it shows that I have used 3. Please update this to reflect that I have 5 left. Is this how you save on costs of people using a free value added service from your company without paying the full amount to your service providers - by slowly deducting rides that have not been used, and taking note that a lot of clients won't bother to complain because of the effort and admin involved? - and blame it on your systems / say it's a computer error?

I have previously lost 2 or 3 rides last year as well due to the same issue. And I have paid 100's of rands for rides that I needed urgently (but instead I was left stranded and not picked up) - instead of getting a free ride which is due to me (which I pay for) - but I cannot make use of. What is the point of the free service?

Please see attached screenshots of today's transactions. All calls are recorded so I suggest you play the recordings to see how many times I was on the phone - and let me know if you think your service levels are up to scratch - and if this is the way you strive to serve your clients?

If this is not resolved in 2 weeks, I will be taking this to the National Consumer Council, using the Consumer Protection Act, as well as submitting complains to the Ombudsman, the Advertising Association of SA as well as the press, Consumer Watch, Wendy Knowler, etc

Thanks for your assistance regarding this matter. I'm not out to complain or cause problems with you, far from that. I just want to not be ******, treated fairly and just according to the agreements of our contract of business for both parties - which I feel you are not living to your end and I am short changed.