Terrible Service

Hello, Uber has been offering such good service until on Sat ( 19 December). I tried booking a ride home, so i was debited for the ride but no car arrived to fetch me. I tried again, and was debited and again, and no car arrived. I called the helpline to assist only to find the person taking the call imitating a automated response. I booked twice more, and was debited again, and no car arrived. After 2 hours of trying i was stranded, then my drunk friend took a chance to drive me home. The money was reversed into my account within 48 hours and thank god we both make it home safely. Is this the service they are now offering???