Unfair charges and poor customer service/support from Uber

I pre-booked an Uber a week in advance to collect me late on Sunday evening after my international flight. Due to a long queue at passport control, I received a message from the Uber app instructing me to respond when I was ready to be picked up at the designated point. As I was running towards the parking garage (the pick-up point), I received a notification from the app that I was being charged for cancelling the ride. This is completely unfair as I did not cancel the ride and was inconvenienced late at night. I eventually found another Uber driver who informed me that sometimes drivers do not want to wait in the parking garage too long to avoid being charged at the pay station. I sent a complaint to Uber on Monday and received this response: "Thanks for letting us know about the issue with your Uber Reserve cancellation, Isme. Sorry to hear about the issue since it looks like this Reserve was cancelled by the driver after he arrived on time at the pickup location, we’re unable to adjust your payment for the request at this time. You can learn more about these and other Uber Reserve features here. Thanks for your understanding." When I rep****, I specifically mentioned that I followed the instructions from the app and demanded a refund of the cancellation fee as I did exactly what was expected of me as an app user. However, I received the exact same chatbot message again. There is no personal interaction or customer care from Uber whatsoever anymore. Consumers do not stand a chance and are being unfairly charged. This is totally against the Consumer Protection Act. I demand a refund of the unfair cancellation fee and an explanation for the poor handling of my complaint. If this issue is not resolved promptly, I will have no choice but to escalate the matter to the relevant consumer protection authorities.