Refund and bad service

I requested an Uber on 14/12/2018 at 19:30, for some reason the first trip I requested was canceled but I was not charged. The second one however charged R261 from my account and the driver (Andile) asked for R418 cash which I paid. Firstly I feel as though I was over charged because the trip was from JHB CBD to Florida park, secondly I was charged from my account and I paid cash. I did try to query this on the app but the person assisting was not helpful even though I followed all the instructions to put through a refund request. It has been almost a month and I have received no response nor a refund.