No communication, bad service

On 20.03.2019 I requested an Uber from Sandton station. On the app it gave me all the driver details and that the driver was 2minutes away. Bare in mind this was my very first time using Uber. For 40minutes I stood waiting for the uber and the app still showed 2min away. For 40minutes! I tried calling the driver numerous times, straight to voice mail. Sent messages, no response. Called Uber helpline, number doesn't exist. I decided to make an alternative arrangement because I needed to get to the office. I tried canceling the uber but it wanted to charge a fee. A fee for a driver being 2minutes away for 40minutes!! I did not cancel as i wanted to call again to sort this out. I was not prepared to pay. 1 hour and 55 minutes later a completely different driver messages me to ask where I am as he had arrived at the station. WHAT?!?!? I canceled the Uber and logged a complaint on the app. I was advised that they cannot refund me for my "trip". I am sure they either did not read what I wrote, or they did not understand. The response they sent was not related to my query at all. This is unacceptable!!! Please rectify this matter asap. If you check my account you'll see I've still been using uber since then and it has been pleasant experiences. However my first experience was terrible. I would like a proper response.