Uber India — why can't uber pay cancellation charges when they cancel a ride?

Address:

400089

Had a harrowing experience in nov 2017 when i booked a uber and waited for more than 30 mins. I was able to trace that the driver on standby for long time and headed towards a different direction. I called the driver plenty of times but he was not picking up. No number o[censored]ber was available to complain.
I was not able to cancel bcos uber was charging me for cancellation. So, uber prevented me from cancellation, driver was not responding, uber didnt give any option to contact them completely putting me in helpless situation.
Finally driver cancelled after 30 mins when i ran and took a normal cab.
I am asking for inr 50 as cancellation fee from uber and inr 320 which i paid to the normal cab.
Uber is giving some lengthy info about their product, process... Finally they are sending mail that we have not received your complain... What a hypocrisy and ways of shutting down a customer complaint.