Pathetic drivers who lack customers skill

I requested a ride it said arrived I asked the driver where are you as you aren't here I waited 4 minutes he arrived and advised me to cancel for free I never said anything I walk out now why am I getting a receipt to pay cancellation fees .I requested again for my son he was doing cross night on my mom's app I was communicating fine with the driver when my son got in driver told my son I'm cancelling the ride your mom will request again for you he was already inside we had to request another one with a different phone b cause already mom got charged 120 for cancellation fee this person is 59 years .Your drivers are pathetic they lack customer service skills and we suffer for each cancellation as we need to pay for it Kindly attend to this and reverse all cancellation fees