Which market are you in and who did you end up getting in touch with in support? Did you try the Safety Incident Support Line? At least in the US that is 1 (800) 285-6172.
Without getting into specifics they absolutely do have a way to track down the driver regardless of the state of the trip / who cancelled.
Without getting into specifics they absolutely do have a way to track down the driver regardless of the state of the trip / who cancelled.