Uber: highway *******

There is no way to make a proper complaint to Uber, and no way to speak to someone. I feel as if I have been ******, as Uber charged my account, and when I went on the site to lodge a complaint, the system did not offer to investigate the incident, but said that my UBER ACCOUNT has been credited with the money taken from my bank account. I hardly ever use Uber. I don't need to. But I have just been charged for keeping a driver waiting on a trip I did not order, and certainly did not take, which was sent to an address in my suburb where I would not have been. No one phoned me to say they were waiting. This feels like highway ******* to me.