Uber - sadly become "bad"

On recent trip through USA found Uber to be relatively reliable - in Boston though driver contacts us (carrying 5 cases) requesting we meet him at destination not as requested. Same situation occurred on our arrival back in Johannesburg (OR Tambo) - on cancelling OR Tambo ride (not knowing where the driver was and with our extensive luggage) we were billed a "fine" for cancellation. Simply cannot comprehend how any driver can arrive at a point not designated by the customer without making contact with the customer prior to their route through to the customer. On calling SA telephone number for Uber in connection with the fine auto voice indicated "Your Area is not covered for this service" contradicting their site info. I am certain automatically assuming a customer is in the wrong is not a winning formula for any enterprise. Unable to make contact with any complaint section at Uber via 'phone or e mail. In future will only make use of their rather bad service as a last resort.