Uber charges cancellation fee even when client cancels within one minute

Uber drivers give good service in general, and normally I would rate the service a high 4. BUT: yesterday I cancelled a ride within one minute of receiving confirmation that a driver was approaching (one is permitted five minutes of leeway); later I received notice from Uber that I owed R25 as a cancellation fee - absolutely in contravention of their own rules. Then I saw that the driver had only registered the cancellation 9 minutes later. So then I tried, every single which way, to contact Uber. Absolutely impossible. Where once one could have written to them directly, that no longer seems to be possible. Nada of facebook, where their page seems to offer me the possibility of writing a comment, but then makes it impossible for me to post the complaint or issue. WHAT is going on with Uber? Have they turned into the State of Israel, their way or the highway?