Uber driver doesn't pick up but charges

On 28 Nov 2015 I activated Uber to pick up my niece at entrance 7 Sandton City, JB's Corner.The driver phoned when he got there & I confirmed he was at the right place.I took a screen grab of the driver and car details and sent it for her to identify the driver and taxi.To my surprise she phoned to say there was no one there when she arrived,and soon afterwards a credit card charge went through.When I tried phoning the driver on the number he used I was directed to the online help desk, which is completely unhelpful and clearly designed to make it difficult for us to complain because there's no number to phone. All my app and website complaints have gone unanswered,and that's possibly why there's no number to call.If he was able to phone after arriving why couldn't he phone me when he was leaving?That tells me he knew what he was doing was wrong.The fact that Uber doesn't have a listed number with Telkom or any of the cellphone networks is egregious to the extreme