Cancelation fees

Has anyone had a problem with Uber cancelation fees. I had a ride that canceled , I had to call to get my cancelation fee and only received the standard fee rather than distance/time whci would have been 3 times the amount. Uber support was no help. They said the system automatically generates the fee and there was no way to alter it. Also, they had an excuse both times I called and asked to speak with a superv isor.