Uber unreachable in emergency, and unaccountable

On 7th February my daughter and her friend were dropped by an Uber driver in a derelict area in Cape Town in a different street to where they had recorded they wanted to be dropped. They were then ****** by three men and all their valuables and other belongings taken, except for their clothes. At the time I repeatedly tried to get hold of Uber by phone, email, via my app (as my daughter is linked to my account). Never once did we get a response. It remained impossible to get any human response other than getting an automatic response to use the phone app (phone had been ****** along with everything else) to lodge an issue. So I was trying now to see if there has been any improvement in the accessibility of Uber staff. There has been an email but the matter remains unresolved, with great loss to my daughter and her friend. Uber appears virtually uncontactable and seems to care very very little about their customers.