UBER REFUSES to contact person who left phone in car on an alternate no.

A friend's phone was left in an Uber. THERE IS NO CONTACT NUMBER ON THE APP but I found a form to fill in. I left the CONTACT DETAILS of the phone-owner. I get an email saying that I must ask the owner to CALL THEM ! I rep**** and asked them to call the owner and they resent the same email.... HOW MUST ONE CONTACT THEM IF THE PHONE IS MISLAID ? They don't give a reference no or keep one's issue on the APP. WHY CANT THEY CALL THE PERSON ON THE ALTERNATE NUMBER SUPP**** ? PATHETIC, DONT-CARE CUSTOMER SERVICE ?