Uber please help.....

In 2019 I went to Tanzania, Zanzibar. When I returned in 2023. I tried to use Uber. I actually prefer it to Bolt. Bolt cars are an embarrassment at times to be picked up in. But I have a penalty for something I know nothing about. I have already sent in my passport to show I was out the country. Also no one collects you if you don't pay or deliver a person. Cards are pre authorised and a driver will report if I did not pay cash. I have tried a few times to sort this out. Please help.