****med by Uber driver

I requested Uber courier to drop off a document. The cost for the distance was R153.00 . The driver was Sicelo - BW48HV ZN . Uber deducted R730 rands from my account because the driver went about his own business and only delivered the document two hours later. I tried to complain on the app, but only response I got was that they cannot help and complaint was closed. I am not sure how the driver received a five star rating for the trip as I did not rate this driver. Uber has no contact number or email address that support passenger issues.