Uber erroneous cancelation fees

So I order a ride from uber ..  Then I see on the map that the driver is going in the opposite direction, upon inquiry the driver says that he's eating dinner now and will head out after he's done... (yes I have a screenshot). Naturally I immediately cancel and order another uber.

Uber refuses to credit the cancelation fee on the grounds that the cancelation fee is in line with their policies and standards.. 

Not just do I have be late and to deal with rude drivers, now I have to be busy with uber's completely incompetent and ignorant customer support. All I get is canned replies and stubborn statements from people in some third world country that this fee is warranted and won't be refunded. Just incredible  

I've known uber to be trigger happy with cancelation fees but this is taking it to another level.