Uber Ride *****/theft

Made a request on the 14th December struggling with drivers and i was using the card payment from the Mall to my house then a driver accepted, but the driver on the navigate was driving towards to my location but when he arrived at the robots, he was stationary, then i asked him via chat " why is he stationary" he did not reply until i decided to cancel the ride. The unfairness is i was charged the cancelation fee because the driver was on his way which is not at all. And whats worse is my money did not reverse at all. Then i reported at Uber Support whom told me they did reverse my money they don't hold nobody's money, i may contact my bank. Which i waited morethan the 3 to 5 days that it may be reversed but until today. And how i see this is the driver wasn't even made accountable for this matter, the Uber Support showed me that their drivers are allowed to do whatever right ot wrong to clients they won't be accountable.