Getting an explanation of how a particular Fare was calculated

I’ve had a problem trying to get an explanation from Uber on how a particular Fare was calculated a few times. Just trying to understand the calculations themselves as no matter how hard I tried I could not get the Time and Distance calculations to match the Fare/Payout received. After going through the endless “canned” responses from Help/Support in the app, I was finally told that my issue was being sent to a “team of experts” and I would be contacted by them in 3-5 business days. It’s now been 9 business days and still no contact despite my repeated responses to the “Rate your support experience” that I was still waiting for a response!
HAs anyone else run in to this kind of lack of response problem? How did you get past it? Do I need to go to my local Better Business Bureau or my local media?

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