Uber blocks customers because they refuse to reply

Uber gave me a price which I paid the driver cash. Now due to technical issues on their side they cannot send me a receipt for the full amount? I need this to give to the person that paid for the trip. The person at uber that was replying to my email query goes by the name of ennaye. He or she has conveniently closed my query as they choose to not give me a full receipt for my trip nor is it updated on the app. Why is it so difficult for them to resolve? Also,, I had to request a ride 3 times before someone actually arrived for me. Why does uber drivers ask where you are going and for the price of your trip and once they have this info they choose to cancel even though the accepted initially? This is extremely poor service!