Waiting fee and extra trip added to our bill

I generally have a good experience with Uber, but last Friday my daughter booked a trip. She was dropped off at around 20H30, but the trip receipt showed that the driver ended the trip at Canal Walk and a R86 time/waiting fee was also added. I have tried the help number, it's no longer in use. The website options are useless. I emails the business support, but they do not help you if your not a business, which is understandable, but they cannot refer you, give you an alternative email contact or anything. They simply referred me back to the useless help platform on the website. So we paid more than double for a trip we take at least once a week.....