********** charges from Uber drivers

On Sunday, 27/09/2026, I requested an Uber for my teenage daughter. The driver arrived, and instead of taking her to the requested destination, he told her that the trip was too far and cancelled it. My daughter then decided to return to our room. The driver did not transport my daughter anywhere—not even a single metre. However, I was shocked to see that he claimed my daughter had changed the destination and I was charged R45. I immediately tried to have this issue rectified through Uber's customer support, but my complaint was never properly attended to. What concerns me most is that, from my understanding, the driver could see the destination before accepting the trip. If he felt the destination was too far, he should not have accepted the request in the first place. Instead, he cancelled the trip after arriving and then allegedly indicated that the destination had been changed, despite my daughter never travelling with him. To me, this is extremely concerning and feels like ********** behaviour. It also makes me question whether this is something that has happened to other passengers and whether drivers can get away with such conduct because Uber's support system does not properly investigate these complaints. Unfortunately, this was not my first bad experience with Uber. This was the second incident, and after trying to resolve both matters without receiving satisfactory assistance, I have decided that I will no longer use Uber. It is extremely disappointing that a platform as large as Uber can leave customers feeling unprotected when something like this happens. I expect better accountability from both the driver and Uber's customer support.