UBER - Theft with impunity?

We all welcomed UBER as progress in our high tech human journey - it now disappoints. 1. On 13th Feb. at about 13H15, I ordered a ride from North Riding to Sandton Gautrain Station. I selected "cash" payment option and "Schedule a ride" to 2-hours later; 2. Uber asked for my bank details "for security only - they would not use my account details"; 3. A few minutes later, Bank advises a payment transaction, Uber driver arrives within 10 minutes, I explain I ordered ride for 2-hurs later, very polite driver advises that app section does not work - must order nearer time of departure - he leaves without ride; 4. I order another ride closer to time of departure, Bank advises another payment transaction, Uber advises ride cancelled, I order metered taxi to resolve my crisis, travel out of country for a week. Two payments made - no rides! 5. On return, I check Uber online to seek a refund - there are no facilities to do this - UBER hides behind an impenetrable Cyber Wall. 6. I am tempted to report a petty theft at my local police station. Will this work? Any other advice?