UBER DRIVER

My sister Requested an Uber today the driver was Henry, she left a parcel in a car, and called the driver and the driver said she must him around about 9 pm because he was taking a trip to Camps Bay, called in at 9 but the phone was on voicemail, called a uber call center and they said she must wait 48 hours which I find it ridiculous, how can we trust uber if you not taking care of the customers and that parcel is needed by the morning, if you have someone parcel you must be informed if you going to come that day or the previous day and the what makes it worse is that the phone is on voice mail I find it pathetic