Uber the new age *********.

Uber Sa have turned in to day light *********, 2 or 3 weeks ago i requested an Uber from new town to Rissik street, when the guy arrived he told me he was not going to town i will have to request another Uber. he stood there for at least 6 minutes arguing i told him Uber will charge me R25 cancellation but he said no uber wont do that if he cancels on his side. and he cancelled Uber charged me R25, i have complained on Uber website but they didn't come back to me and it is not the first time, sometimes you would request and wait for over an hour for the driver to arrive and when you cancel they charge you for cancelling. so i dont know if this is theire new way of making money or what?