Uber India — delay in drop

First of all the driver arrived at 6.50, the uber was booked at 6.29 and showed 12 minutes wait... Second pick up was from belapur itself, the driver waited for 15 minutes for the second passenger to board in... The third pick up was from belapur however both drops were at koparkhairane towards the interiors. The expected arrival for me was showing as 7.40 however i only reached powai at 8.42, absolutely unacceptable... Why did the driver wait for 15 minutes for second pick up and then why were the other drops towards interior. I would like a refund... Delay of 10 to 15 minutes is acceptable... But delay can't be more than an hour... I already raised this complaint with uber... Initially they sent me standard responses apologizing however when i asked for compensation for the delay, they sent me a mail that other team would get back to me

My driver took a poor route
Thursday, march 1, 2018 at 6:31:30 pm · uberpool

Hi tejal j,
Thank you for getting in touch.
I've passed your question on to another team because they're experts in solving problems like yours. We’ll let you know as soon as we have an update.
We appreciate your patience.

However nobody responded for sometime. When i wrote a mail to them again after 7 days, i received the below response:

Tejal j,

Thanks for your reply to a previous support inquiry.

To make sure we get your messages to the right place, we’re unable to respond to conversations with more than 7 days of inactivity. Please note that your message has not been received by our support team.

We'd still love to help out with any issue you’ve run into.

Just tap “help” in the app or visit help. Uber.com from a web browser. There you’ll find answers to frequently asked questions and be able to contact us.

We look forward to chatting with you soon!

Post which i resent them my initial complaint, yet no one has bothered to replied till date.

I understand that uberpool has certain delay associated with it since its a shared cab service. However it definitely doesn't take 2 hours to reach from belapur to powai, the estimated time of arrival shown by uber was 7:40, i reached only by 8.42. Can someone compensate for this delay of an hour. If we do not reach the uberpool cab within 5 to 6 minutes of the arrival, the trip is canceled and we are charged a fee, why cant it be vice-versa.

Moreover, in this case, the driver came late for pickup, waited for 15 minutes at the location of 2nd pick up and then the drops of co-passenger loaction were in the interiors of koparkhairaine

Worst part, uber does not take any action inspite of complaining apart from sending standard responses.

Take action and compensate for delay of an hour.