Uber trip paid in cash and driver did not reflect this on my account

I ordered a trip over a month ago which cost R738.15. For some reason the amount did not go off my account so I asked the driver to stop at an ATM so I could draw the cash to pay for the trip. It was 7:30pm at night and there was an issue with my card so I sent the driver R1000 to his cellphone through my capitec account. I also gave the driver an extra R50 cash tip over and above the R1000. I’ve sent my statement showing the payment in cash to the driver and have been up and down with messages to Uber for help. Uber want me to pay the R738.15 over and above the R1050 I gave the driver and they still cannot see that the driver did not put on the app that I did pay for the trip. I cannot order an Uber or Uber eats and to date Uber say they are experiencing technical issues and will do their best to resolve this issue.