Really disappointed about their poor customer service

The app was generally ok but the customer service is just terrible.
I took a ride last time. My Uber driver continued to drive for her previous customer for 40 minutes after she accepted my request which caused me to miss out my appointment. If I declined the ride during the wait I would be charged of extra fee by Uber, so I had to wait in the snow for 40 minutes.
Altough my Uber driver felt sorry and didnt want to charge me, I was still charged by Uber. Whats more, After I wrote to Uber three times regarding this, I finally get a reply today telling me that it is ok and I was fairly charged. But I dont think this is ok!

mcinger about Uber, v3.237.4