No Support whatsoever

Booked an uber, the estimate was R60-70 odd, I pin dropped within 20m of my position, I was in an office complex in Cape Town for work, there was a misunderstanding and the driver went to the different entrance (on the GPS took him to). He phoned, I walked out around the other side, told him the street and he came to get me.I was carrying a mass of luggage, saw that I had hit the cancel button by mistake and it asked why I wanted to cancel, I immediately hit the back button, but it seems the App auto-cancels without confirmation. He arrives, I say, it was cancelled, but I still want a lift. I rebook on the spot, app notifies me that now I have to pay a surge charge. I wasn't going to make this guy wait until the surge goes away, nor was I going to wait for another taxi and got charged a R25 cancellation fee. I take the lift believing the situation would warrant a refund / easily resolved. What a joke this exercise has been, I got given a refund for the cancellation fee, but somehow, after numerous mails, this agent still doesn't get the situation. Took her 6 mails to get what I was trying to say, and then turned around and and I basically got the: \sorry, you accepted, tough ****\""