UBER Support very bad in South Africa due to the bad drivers they employ.

I am using uber for my parents. They book trips on the family profile which gets charged to my credit card. However, when the trips are book as this morning 10 May (I personally booked in on my dad's phone on Sunday in advance) the driver just don't pitch. They stand in the street in the dark waiting. The driver is no where seen but I get charge a cancellation fee of R25.00. My dad was waiting and waiting eventually he re-booked another trip and this driver got there without a problem. The 2nd trip was R35.00 thus today cost me R60.00 in stead of only R35.00 due to stupidity of the UBER DRIVER!!! The trip was booked for 06h00-06h15 and my parents were waiting long before 06h00 to be picked up. We notice between my dad and myself that Uber's GPS systems are *****ed up as you can stand at the point where you want to picked up and still the driver's pitch at the wrong address even though you specify the street name and the number. This is not the first time that this has happended. Uber don't care, they just charge. They don't keep their drivers accountable at all. The frustration is I can not do a complain to uber as the trip in on my dad's phone which I have to go there to access. Uber is not user friendly. My dad is 84 years how to I try and explain to him what is wrong.