Uber is TERRIBLE!

I don't even want to rate uber. After this me and my family isn't using uber at all. I requested a uber, and the uber driver ask if I coule cancel the uber because he was to far. (11min) I said no, because then I'll have to pay cancelation fees and he said that I won't, he promise. I got the screenshots of him telling me that because this isn't the first something like this has happen to me! And yet uber charged me. This is my second time complaining and nothing has been done?