Uber Theft

We use Uber exclusively in our business to transport staff to various locations in and around Durban. This comes to an end today. Yesterday, I booked an XL to transport one member home, with his luggage, which was 8 bags. Hence the XL. Vehicle arrived, we spoke to the driver and started loading. Driver recieved a call and then told us he cant take the trip... threw the bags out the vehicle and sped off. Uber then charges us R38,00 for the "trip"... Instead of cancelling the whole trip, the start and destination are now listed on my app as the same! I NEVER ordered an Uber to pick me up and then drop me off at my office... This is theft!! Understandably, I was ****ed off. I then tried to contact Uber about this and requested a refund. The help section in the app is terrible. I had to spend 40 minutes reading ******* before I found a way to get hold of them. After jumping through hoops to find a way to contact them, I recieve a message from them to the effect that they will minimise the chance of said driver being matched with us and have noted the feedback. This is NOT good enough.. I realise something: Uber has made it extremely difficult to contact them. There is no contact centre or number we can use to speak to them and the review process has no transparency. I HAVE to protect myself and Ill be instructing all my staff to stop using the service while I find another solution: possibly Indriver or Bolt.

I also just see that Uber doesnt even respond on HelloPeter, so Im wasting my time. People need to be aware of this as its not the first time. Last time, I let it go. Not again.