Excess charges and customer service at Uber

I am a regular user of Uber both for business and for personal trips. On December 8 I used their service from OR Tambo home with a drop off. Myself and a colleague waited 10-15 minutes over the arrival time communicated by the driver. The driver told us he was "hassled by the police on his way into the airport. When i reviewed the receipt for my trip, I had been charged a "wait. time" fee. I contacted Uber and via email was informed a member of their "specialised support" team would be "reaching out" ASAP- I made the complaint on Dec 09, I made two further contacts with them (Dec 15 and 18) before getting a response on 20 Dec stating they would like to give me a call and some further polite conversation regarding the lateness of the hour and thanking me for my understanding. Since then I have received no messages or contacts from them. I continue to use their service because I know from experience how difficult it is for the drivers to make a decent living in that environment. However, while I have great respect for the drivers, I now have little for the company, and am about to change service provider. The excess fee was only R8, Uber are about to lose an account worth roughly R1200 per month because of their shoddy service. Their website may provide contact details, but not in a convenient way. It is difficult to navigate their site if your query isn't listed in their standard queries.