uber app glitches and i get punished for it

i have had my cash payment option removed because the app glitched and i could not cancel the ride or talk to the driver i have been using uber for 10 plus years almost everyday do the math now because the app had a glitch i can not use it anymore because i use cash 95% of the time and when i asked to be added again i even showed prove with pictures and screen recording i am still denied i will be using bolt and indriver from now on