Uber Getting Worse

We are having increasing problems with Uber. On Saturday afternoon, we tried for more than an hour. Drivers kept cancelling the trip. The one driver was even at the shopping centre right next to us, but still cancelled. It seems they are not prepared to do short trips. Is very quick to message, asking where you are going. A few weeks ago, money was also deducted off my account, the driver then cancelled, and money was never paid back. I have been using Uber for a long time, but is seriously contemplating using a different company. I also can't find an email adress for them to complain.