Car broke down in middle of ride

Requested an Uber from Maponya Mall at 01:07 am. The driver had a puncture when we got to the N1 Western Bypass under the bridge. The driver tried changing the tyre but realised he didn't have a jack in the car. The driver calls Uber for help. Uber says they will send someone to bring the jack and security NOT another Uber which is what I expected especially at that time of the night so basically wait for the people with the jack to get there and also wait for them to replace the tyre. Your people were completely rude and had no sense of urgency. Your security only came after my family had came all the way from Randburg to come get me. The people who were supposed to be security kept calling the driver asking him where the Western Bypass is (which I find bizarre). It felt like delaying tactics. I actually recommend that you listen to the call recording of the guy the driver called from safety and security. I also tried contacting your 24/7 call center. The person helping me was asking me about previous trip details which I still don't understand the relevance of (please also listen to that recording) especially since I made it clear that it's an EMERGENCY. The place we were stuck in was not safe at all. I couldn't cancel my trip and request another one. I've never been so scared in my life. Fine, I had to alert my family of the situation, they got worried and had to come get me using another Uber because they were worried. All in all for me to get to Randburg, we had to pay a total of R515.00 for a trip which was supposed to be R253.00. You guys put our safety at risk and I'm completely disappointed. I've been a loyal Uber user for a long time and these days, I'm always experiencing issues (I still have not received a jacket, I left in your driver's car 4 weeks ago). Your people got to us after past 2am. This is South Africa, anything could have happened to us in that hour and half (I could've been ****d and both of us could've been ******). I don't know if I'll ever use Uber after that experience. YOU GUYS NEED TO DO BETTER IN SUCH EMERGENCY SITUATIONS eg. treat them like actual emergencies.