Driver cancellation caused surcharge

On Friday I ordered Uber from Fourways to Kempton Park. After 20 - 25 minutes of phone calls driver suggested I cancel trip and order a driver closer to where I was as he was unable to find me. I did as he instructed and cancelled the trip. I then went to request another taxi and had to accept the 3x surcharge as I had no other way of getting home. Then I noticed an invoice for the cancellation. When I first requested Uber there was no surcharge but it took so long with other driver I obviously fell into peak time. Initial driver said nothing about cancellation fee or surcharge when he suggested I cancel. R300-odd trip landed up costing me almost R1000. When I got home on Friday night I sent reports via the app on both issues. I received a credit (not a refund) for the cancellation fee and have heard nothing re surcharge. I have since e-mailed twice and posted on Facebook page and still no answer re refunding the surcharge - so please don't come through to me and advise that it will be dealt with through those channels as I am being ignored. I await an urgent response from someone regarding this issue please. Full details are in my emails.