UBER unfairly charges customers

I requested a driver at a shopping mall. After standing for 20 minutes in the same spot where the request was made (the App showed the driver was 5 minutes away), I got a message that the driver had cancelled the trip. I then re-ordered a driver, who arrived 10 minutes later and asked me how to get out of the centre. I asked him why he did not go by his GPS. He then rep**** that OK he would put the GPS on. He then drove recklessly and sped 20km's over the speed limit. This morning I found that Uber has charged me R25-00 for cancelling the trip. I've tried to email them, and they refuse to refund me. There is no way of speaking to them. This is unacceptable and the Consumer Council should insist that customers have a way of speaking to someone in their organisation.