WORST SERVICE EVER FELT LIKE A *******

The worst service by a mile, yesterday we requested a trip to garankuwa from kliepfontein the driver accepted and it was debited, when he got to the pick up point he asked if we had cash for the trip to which we said it was debit and he declined the trip, to our dismay the money got debited and it hasnt been brought back into my account I have since logged multiple complaints and the money still isnt back into my account, we had to ask friends to help us with accomodation and sleep and we are stuck here coz that was the only money we had to go back home and the kids had to be at school today, no one from uber has contacted us,my complaints havent been attended to. Drivers name is Isaac, number plate JW03ZNGP