Refund my money

I am super angry,frustrated,highly disappointed and dissatisfied by Uber. For such a big company to do such. On the 25th September 2023 I requested a ride which costed R38 in the evening. The driver was finding it difficult to find me. He later called me and requested me decline the ride. I did that and my money was not reversed back into my account. A day later I went onto the app to query the amount for a refund and be refunded my cancellation fee since it was not me who wanted to cancel the ride. Till this day I was never refunded my money I was told about authorisation hold.

So I let it slide. Now again on the 28 October 2023 I requested a ride which charged me R151. Due to weather and not being able to find drivers the ride did not go through but I was debited that amount and unfortunately it did not reverse back into my account which in such cases it does reverse back into the account and the would have no need for authorisation hold and it won't even appear on the statement because it's not a transaction that needs to go through.

I went onto the app to query and also get a refund. I got the refund for my cancellation fee which is R17 but now they do not want to reverse my R151 for a ride which never happened.

It's alot of money, I always believed Uber is the best when it comes to such but now I'm starting to wonder. I'm beyond angry because even the consultants on the app don't know how to assist a client. I believe they don't know what they are doing they need to be trained. I can not be told about an authorisation hold when there is no need to hold my money. I want my money back into my account. If only on the star I could have a negative sign.They are getting negative ratings.

They also need to train their staff and stop using automated messages.