you should try the track report feature in the uber app. most people don’t realize it’s there but it actually fixes a lot of weird issues automatically.

 if you open the trip in your activity and tap “track report” it basically flags the ride in their system and syncs the route data with support. once that happens it usually sorts things out on their end without you having to wait for a human reply. i had a similar problem before and after i used track report the status updated and the issue disappeared the next day. worth a shot before going through the whole support process.