Poor service

I am from RSA and I m visiting Brazil, and last night I found myself stranded at a mall, unable to get a ride back to the hotel after the driver cancelled and the app shows that I owe cancellation for a ride I took on 11/08/18 when I tried to request another ride. And this ride that I m charged for never arrived on that day, I waited 15 minutes more that the estimated time. Yesterday I had to be stranded in a foreign country.