Phantom drivers

I had a trip yesterday with a driver named TAWANDA BRIGHTON with a suzuki ciaz I paid by card and the next moment it's showing I'm on my way to my destination,yet I was still at home.when querying this I'm being told no refund due cause the trip was completed,how when I was never picked up? This whole app is about tracking drives for safety,how can you not track and check that he was never at my pick up point? And why is everything automated,can no one call speak to me directly?