uber behaving badly

Hi guys, any chance you can help? Been on the platform for just over a year now. Done over 3,000 trips with rating at 4.84 at the last check. Had my first suspension after a first time rider made a naively, perhaps false allegation of fear for own safety. Thank goodness I followed my 6th sense...

A long story starting in December when a guy leaves his backpack filled with tech in the backseat of an Uber while he unloads the trunk. Next thing he knows the Uber (probably a Prius) is driving away with the backpack. He notifies Uber, Uber makes it hard to get anywhere, the driver won't...