Poor Customer service

I've been using for over 7 years but the experience I had with one of their drivers a while ago is ridiculously unacceptable. I reported the incident instantly on the spot and quoted drivers registration on a different ride because I could not refer to the ride as it was still in progress. To my surprise this morning when I tried a ride that previous trip was still being charged to my profile. I contacted the help support team and they telling me they are not able to assist as the ride happened more than 3 days ago. but this is the incident I reported instantly 2 weeks ago. I have provided the help support team with the screenshots showing when the incident was reported and still no solution. I need my account CLEARED!!!