Uber India — Details of fare calculation and adjustment not made available

Address:

E,9, Mulund Mamta CHS. L.B.S. Marg, Mumnbai 400080

Dear Sir / Madam,
I booked an uber cab for one of my friends for going to Airport - terminal 2 at Mumbai. On reaching the destination, my friend made the payment in cash to the driver. I had received a request for payment through UPI since I had registered mode payment through UPI; which I did not approve, since I knew friend will pay in cash to the driver.
While booking the cab estimated fare was shown around Rs.500/=. I was told by my friend the driver showed the app with Rs.603/= as the fare and they paid Rs.620/= (Rs.17/= as tip to the driver). The continue to show as “payment Failed” Amount as Rs.479.39. After some time I wrote to Uber support stating the above facts and requested them to check and let me know whether payment was received by the driver in cash.
I gave the details as required by the uber support team and now they are asking me to pay Rs.129.39 and showing the amount as outstanding and informing me that I am required to clear this amount before booking another trip with them.
These questions raised by me remains unanswered.
1. How was the amount of Rs.129.39 outstanding is arrived at.
2. Whether fare determined as Rs.732.39 (603 paid in cash Plus outstanding of Rs.129.39 and the details for that.
Having failed to get any reply for these 2 questions, I asked the Uber Support team let me know the appellate authority with whom I can take up the matter. Even that request is not heeded. It appears that they have decided not to reply me.
Some extract of my e mails

I am unable to understand how you arrived at the figure of Rs.129.39.
in the first sentence you state "We reviewed the trip details and as an exception, we’ve updated the fare to INR 129.39 for the extra cash you paid." In the next paragraph and sentence you say "clear the outstanding balance of INR INR 129.39 for the trip" These are contradictory statements. If I have paid extra cash, why clear the outstanding and where is the outstanding and in fact it should be lying to the credit of my account.
Now the details:
1. Payment failed as per information sent on completion of trip Rs.479.39
2. Amount shown as per your app on completion of trip Rs.603.00
3. Amount Paid in cash Rs.620.00 (excess paid may be considered as tip to the driver)
4. Excess cash paid to driver[protected].39 Rs.123.61
It may not be out of place here to mention that the fare estimated at the time of booking was around Rs.500 ( less than 500/= (which I do not remember exactly now) or could be the figure of Rs.479.39 as shown in 1 above.

Hope you will look into the matter and clarify on the issues raised herein
Will you clarify how the fare for trip has been calculated and adjusted?

Please give me fare calculation and how the adjustment is made and arrived at the outstanding amount of Rs.129.39.

Yours truly
B.V. SHETTY

I SHALL APPRECIATE IF YOU CAN INFORM ME HOW I CAN ESACALATE THIS COMPLAINT.