I ordered from a restaurant that Uber delivers for. I followed my delivery progress using Uber's tracking system on my computer. Everything is moving along with preparing the order at the restaurant. It appeared Uber had difficulties locating a driver to pick up and deliver the order. Finally, the tracking system listed the driver's name and said the driver was coming to pick up the order. One-half hour later, Uber's system says, "Ooop, it looks like your driver has canceled. We must find another driver unless you want to switch to pickup. I could not pick up the order then, so I said I would arrange to pick up the order later today. The Uber rep from the live Chat said the order had been canceled, and I was charged an $84 cancellation fee that would be split between the driver and the restaurant. I told the rep. I did not cancel the driver canceled, so why do I owe a cancellation fee? The rep said the fee was for the time the driver and restaurant spent on the order. Again, I needed to clarify because the driver canceled. I said to the Uber rep. Okay, so forget canceling. Where is my order? The rep. He tells me I can no longer get my order, but I am still being charged the cost due to the cancellation. Finally, the Uber rep stated he had helped me as much as he could, and this conversation was over, so he disconnected the chat. I got another rep through the chat who said, based on my conversation with the previous rep, that he could not talk to me and that next time, I should ensure my order is accurate before placing the order. I stood looking out my computer in disbelief because I never said there was a problem with the order. Two, I could not believe a rep Who was supposed to help instead chose to do the less likely thing to help because they needed help to provide an answer. Third, I would not believe that Uber is telling me they charge the cost of my order as a cancellation fee and refuse to give me what I paid for, in this case, the food. Uber wouldn't even allow us to arrange a pickup, which they initially proposed. I am disguised, disappointed, frustrated, and furious with Uber. I will never do business with them again and talk with anyone I know to do the same. Uber needs better customer service and charges outrageous fees to pad their pockets. Uber needs to invest in sensitive classes for its team members and find better ways to resolve issues like this one so that the outcome is an enjoyable, equitable solution and experience for everyone. This is a stupid reason to lose a loyal customer; see how many times I've used Uber. I have a group, personal, and business account. I meant I had these accounts, but as of today, I canceled all accounts with Uber and any of its affiliates. Uber could have offered not to charge me the cancellation fee and helped to arrange a pickup or a credit for a later date up to the cost of the order, both of which I would have understood and agreed to. I just picked up the order from the restaurant, and Uber did not pay for the restaurant. What is going on!!!!!!!!! I need help reaching someone at Uber. The whole system is a recorded line, and this is unacceptable. Uber, you will need to pay the restaurant as soon as possible. Uber's behavior is intolerable, horrible, and disgusting.