Uber making money from trips they are cancelling without pitching

My elderly parents keeps paying for rides which the driver is cancelled - my parents could see the driver not arriving at the address and if they book the next driver, the driver appears at the address where they would be even in the 1st instance. Uber service sucks as they cover for their *********** drivers not pitching and charging clients where it is the drivers fault and not the client. An example was my parents experience on Sunday 14 April 2019. Paid twice but only used 1 trip (1st trip cancelled by the Uber driver and he was NOT at the address from where the trip was booked. the 2nd driver pitched at the same address.) The uber drivers are complaining the "system" is booking it wrong. Why must the clients pay for either the Uber system being faulty or the drivers's incompetence. This is not the 1st time this has happened. It keeps happening all the time. My parents are connected on my family profile and I can see when they are booking and from where.