Uber provides bad service again!!!

We booked an Uber last night and the guy didn't pitch up but we were charged the full amount R 146 + R 23 for his cancelation after we waited 10 mins in the rain. How does it happen that we get charged whence didn't take the trip? Let alone did the diver arrive. Secondly, this thing of deducting amounts just after requesting it is really not on. Can Uber attend to this matter urgently. We wrote to support and all they are saying and thanks for the response. C'mon guys, you can do better than this.