Uber India — dispute over cancellation charges

On 27 Jan I booked a Uber from Sahakar Nagar Bangalore to airport at around 5 pm and the confirmed driver, instead of coming to intended pick up location, came nearby (could see on the map) and kept going towards the airport. I waited for some time thinking he would realize his mistake and turn back and pick me up but no such thing happened. I tried calling him many times but there was no response at all. Since I had a flight to catch I cancelled and got a Ola, which arrived promptly. Now, Uber is charging me cancellation charges when the fault was clearly with their driver. Unfortunately, the support staff at Uber are not trained to handle various situations and have the same answer for all queries related to the topic. I have asked for a refund but till now there is no response.