UBER trying to process *****ulent transactions & not assisting with finding out how or why this is happening

Wish there was a negative rating to give.... I have twice now asked for assistance with a charge of R500 that someone at Uber tried to process. I keep getting told that support will investig6& revert.... but then after a few days my support ticket disappears.... Bank ***** department called when it saw the transaction for R500. We checked & there were NO trips taken so confirmed with the bank that it was a *****ulent transaction I contacted Uber Support.... support ticket disappeared.... contacted support, again after been told an investigation would be done.... now there is no response or support ticket I even sent a support ticket asking them to kindly advise to whom I can address this issue with Uber. My husband took a ride to work & returned later, both of these charges came off the credit card as expected. About 45 minutes later "someone" tried to debit the credit card with R500. This was reported to Uber & the bank confirmed ***** & immediately cancelled the *****ulent transaction. YET Uber still shows that R500 is owed... even after admitting that if they look at our trips there was no trip BOOKED nor was there any trip taken. IS there anyone else who this has happened to?