If a company decides to be faceless by not providing a phone number and not communicating on their support practices†, then being penalized by some faceless algorithm sounds like the kind of lesson they need.
† It's not hard to send automatic emails if there are no supporters in the office for a few days or if the queue is too long.
What makes you think he'd ever even want to trust them again when they happily take 80$ of him, make no movements to return them and leave him with exactly zero communication as to why that is?
They didn't happily take money form him. There apparently was a billing mistake or 2. And there has been at least one communication. I would be very surprised if he never wanted to use Uber again.
† It's not hard to send automatic emails if there are no supporters in the office for a few days or if the queue is too long.