My driver could not find my hotel in midtown Manhattan, 25 W 51 St, really easy to find. I went down and he was nowhere to be found. I texted several times "Where are you?". Finally he responded that he was in front of a store called Anthropologie, on 50th Street. I text to him that he was at the wrong address and provided mine again. No response. He would not answer his phone. Finally after 10 minutes he responded that he was now at another address, again, not 25 W 51st. By this time I had been waiting almost 20 minutes. It was clear that he could not or would not find my hotel, so I told him to cancel. Uber had the nerve to charge ME for the cancellation, and more absurdly a fee for "excessive wait time." The only person waiting was me. The online customer service is so bad there is no way to write anything. They gave me a voucher for less than the cancellation fee but it expires in 6 DAYS entirely useless to me because I won't be in a place where I will need an Uber for the next 6 days. I am going to switch to Lyft. Uber is out of control and doesn't give a damn about its customers.