ComplaintsforUber

• Initial Complaint

  12/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am an Uber Driver,On December 14th, my uber account was hacked. At the end of my day around 7:30 pm, I got a call from number labeled UBER. I was told I needed to verify account, I was asked to recite 4- digit codes as they were being sent to my phone. And face pictures as well. This is all through the UBERdriver app. After so much information given, they hang up. I checked my UBERwallet and my ****** earnings for that day, was gone. Later finding that my phone number and card information was changed. Then I saw the fast pay option was submitted to card ****, NOT MY CARD!My card ends with **** and have always used that one card this UBER. **** , MY CARD, YES.So, now I'm explaining all this through Uber customer service. I have repeated my self to multiple employees and several departments via phone and email, bu they are having some kind of dysfunction to understand this issue. The comprehension and focus is just not there with the UBER customer service.I have explained in so many ways to help them understand. But the mentality is off for some reason, and here I'm still waiting for them to do their jobs.I was able to change my phone number and card info back normal. My account is back to parent after testing a 35 dollar run, on Thursday. Everything works now, BUT IM STILL WAITING FOR $****** refund, that was fraudulently taken from me!I am a single father, and now raising 3 kids, and I'm looking for reimburstment of ****** back into my UBERwallet.Thank You,***************************** 262 271 **** 2015 ****** Pathfinder SL Red LicPlate: DREZEUS

  Customer response

  12/20/2021

  From: DreZeus ******* [mailto:*******************]
  Sent: Sunday, December 19, 2021 6:30 AM
  To: info <************************************>
  Subject: Re: You have a New Message from BBB Serving ********************** and Northern Coastal **********, Complaint #********

   

  Hello, 

   

  After I filed the complaint against UBER, they finally recognized the issue... ofcourse, after I informed them I filed. lol

   

  No further actions are further necessary as the company has complied to the evidence and common sense to the fraud issue. Except for the confirmation from UBER, I am pre confirming a successful resolution ahead of time. 

   

  Thank You, 

   Andreas ******* 

   

• Initial Complaint

  12/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Uber eats refuses to refund me when I bought food off their app 11/25/2021 around 3:11pm. I told them the picture of the food I was buying was fried shrimp, when the food arrived it was not fried ************** pretty much false advertisement. I then bought some wings through uber eats pickup on 12/11/2021 around 8:49pm & when i went to pickup my food the food cart told me that they are out of wings. So i told uber eats that they told me they dont have any wings when I arrived. Also was told to ask uber eats for a refund. They refused to give me a ************** even bother calling and checking the food cart owner to verify that they didnt have wings.

  Business response

  02/09/2023

  Thank you for reaching out via BBB. We see that your escalation has already been resolved in-app. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.

• Initial Complaint

  12/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **************** hangs up when trying to resolve an issue. If they dont hang up, they Just keep transferring me from person to person until I decide to hang up without resolving my problem

  Business response

  02/14/2023

   

  Thank you for reaching out to Uber Support. Please know that we have a dedicated team that has followed up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.

• Initial Complaint

  12/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 12, 2018 I received a standard ride from an Uber driver from *********, ** to my home in *******, **. The ride was fine, the driver and I barely spoke, and there were no issues. The next day I received a notice from Uber of a $150.00 'cleaning fee' charged to my account. I petitioned the fee right away, claiming it was fraudulent. Uber offered no proof of a cleaning and they sent one picture of an apparent mess that was made by the night before. I was not responsible by whatever was shown in the picture, I don't believe it was even the same car. I was not aware of the BBB back then, so I chose to simply ignore the charge, decline to pay it, and never use Uber again. Now, more than 3 years later, that charge still sits on my PayPal account, and is therefore affecting my business. I will never pay this charge out of principle, and contacted Uber again yesterday asking for help, or really any clarity on the original fee, but they declined to provide any information or issue a refund. I don't know how they can get away with this. It is stealing. I will never pay them for this since I believe it is a scam. Please help me.

  Business response

  03/25/2024

  We apologize for the extremely delayed response to your complaint. Due to the amount of time that has passed, Uber is unable to address your concern if it's related to a trip older than 1 year due to limitations in accessing historical trip/order data. However, if you're experiencing issues related to your account, please let us know by contacting Uber via help.uber.com so we can further assist.

  
  

  We understand the frustration this may cause and appreciate your understanding

  
  

• Initial Complaint

  12/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  December 17, 2021 **************************** ********************************************** RE: UberEATS Headquarters and Corporate Offices ************************************************************************************************** To Whom It May ********** December 12, 2021, I placed an order through UBEREATS app on my cell phone to ***** pizzeria in the amount of $48.56. The order was charged to my Apple pay card that is linked to my Chase debit card. I received my delivery and was charged correctly. However, my mothers Amex card ending in **** that is associated with my UberEATS account was charged $.52.27. Immediately, upon seeing this pending charge, I contacted UberEATS via telephone that same night, and spoke to a representative and alerted them to this is an incorrect charge. I was advised by that representative that this issue would be escalated and forwarded to a fraud team where an investigation would take place.On December 13, 2021, I was contacted by UberEATS via email, was asked to explain and provide proof of the transaction. In an email, I provided the last 4 digits of my mothers AMEX card number and a screenshot of the pending charge on her AMEX card. I was informed via email that UberEATS would investigate this issue and follow up with me.On December 14, 2021, I contacted UberEATS via telephone and spoke to another representative and informed them of the same issue. My mothers AMEX card ending in ****, has a pending charge in the amount of $52.27. Again, I was informed by the representative that this issue would be forwarded and escalated to UberEATSs fraud team, and an investigation would take place.My original purchase to Patsys pizzeria was paid for on December 12, 2021, via my Apple pay card that is attached to my Chase debit card. That transaction is done. I have contacted UberEATS regarding this second charge of $52.27 three times this week.

  Business response

  03/31/2022

  Hi, 
  Thank you for reaching out to Uber Support. Please know that we have a dedicated team that has followed up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.
  
  

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Received email offering $20 Uber cash. Ordered pizza 12-16-21 approximately 4:45pm. Screen showed $20 Uber Cash and Debit card. Order should have been $24. As soon as I hit place order it took me to payment total of $44. Used the drop down feature and cancelled order. It wouldn't let me cancel. Used help screen and called ****** (driver) explained it wouldn't cancel. He said nothing he could do. Use chat feature. After much delay chat responded. Explained their system wouldn't cancel after hitting cancel order, and I needed to cancel because my $20 credit didn't take. They said they're going to charge $33.17 cancellation fee because it was too late. I explained I cancelled w/I 30 seconds of seeing total. Got disconnected. System asked if problem resolved-NO! Second chat with live person much delayed. Explained all and requested check timestamps to see order was cancelled immediately. Their policy reads less than 5 minutes, requested supervisor twice. Request ignored. I was told again too late, they have to pay restaurant and driver for their time. Again explained cancellation was immediate due to being charged wrong. Explained I felt I was being scammed and will pursue through any means necessary, including BBB and/or Missouri Atty. ******* if need be. Refused assistance. Sent message to customer support. Got email this AM at 4:05 stating they used my $20 credit and still charged me $13.17 cancellation fee. Contacted bank to refute charges. I have to wait till Monday when charge hit account, then refute charges. This is deceptive practices if ever I seen it. Credit not honored, and cancellation not acknowledged.. Then the issue of **************** refusing to check their own time stamps to verify the error in their system. I've exhausted all avenues I can. This practice of offering credit then not only refusing that credit, but charging anyway w/o any food or services being rendered. They need to be stopped from this shameful practice. I want the $13.17 fee back.

  Business response

  03/31/2022

  Hi, 
  Thank you for reaching out to Uber Support. Please know that we have a dedicated team that has followed up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.
  
  

  Customer response

  04/01/2022

   
  Complaint: 16376330
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************** (******)

• Initial Complaint

  12/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Uber basically scams my money; the agents continue to force me to pay for an amount that I did NOT authorize would this consider to be a scam? Nothing Ive said is being communicated to them; I am truly disappointed in the customer service at **********************. Ive spoken to them on the phone 3 times nothing got resolved, they kept saying someone will reach out to me via email; however, the response I got from the email seems like they have never even read or heard a single word from me about my concerns and issues. I repeatedly received the same message through my UberEat app asking me to pay up when I did NOT even authorize for the payment. I am also a credit card customer with **********************, yet this is how I am being treated. I really want them to understand that its NOT okay for them to force me to pay and its definitely NOT okay for them to disregard everything ive tried to convey to them about my issues. As much as I would like to use Uber, i want to delete my account and i also dont want to owe any money when i have never authorized for it. The situation is Ive ordered food on 11/30/21 ive paid a full amount of $28.53 at 2:52 PM. The charge was on my credit card. However, on 12/13/2021, Uber tries to steal my money for a tip for that transaction when i did not even authorize for it. Luckily my credit card got stolen a few days before, so the charge never went through. However, they have repeatedly forced me to pay for that $6.50 tip that i have never authorized for. To also further explain that i was not happy with the service on that 11/30/21 order either. Now i cant use my UberEat or Uber Ride account because of that payment hold. I refuse to pay for an amount that i did not authorize for and i definitely dont want to continue being repeatedly disrespected by their agents via the phone and help chat. Im terrified by how Uber treats their customers. I would like for them to resolve this issue.

  Business response

  02/16/2023

  Hi, 
  
  Thank you for reaching out to Uber Support. Please know that we have a dedicated team that has followed up with you via in-app support in regard to your escalation. 
  
  Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This transaction occurred on 12/16/2021. I order some food from Ubereats that was supposed to get delivered to the address I provided in my account. The food was delivered to the wrong address and never arrived to my address. I provided this information to Uber countless times. I keep getting on the help site to let them know that I never received the food and that they delivered it to the wrong address. The Ubereats agents, who seem more like bots have even confirmed the address that the food was delivered to is not even the address on my account, but still refuse to provide me with a refund for something that I didn't receive. I have asked to speak to a manager or supervisor that *** be able to assist me further but the agent keeps ending the chat and will not answer any of my questions. I've been trying to talk to someone in management since 12/16/2021 with no help. I am seeking a refund of $17.90. Ubereats is committed to make sure that orders are delivered to the correct address, and if not they should be accountable, not the customers.

  Business response

  03/21/2022

  Hi, 

  
  Thank you for reaching out to Uber Support. Please know that we have a dedicated team that has followed up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.

  Customer response

  03/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/17/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  hello, I had a couple of instances spread a couple weeks apart where I was unable to use my **** card to pay for the Uber after calling it so couldn't take the ride.. The 2nd time I was ******************************************************* a panic I bought $25 in Uber cash with the same card to see if I could use that instead (so the problem was obviously NOT the card itself). However, the app would not let me use the cash & the kept defaulting to Apple Pay (which I don't use). I contacted Uber via email (because it's impossible to call them). I took the time to explain the issue in detail but I got the sense they were not carefully reading my messages. They blamed **** which makes no sense given I was able to buy Uber cash with the same card! Also since then I've discussed it with my ************ and they also think the problem is on Uber's end. There has been no attempt to resolve this issue. I have sent many emails and I think they only read the very last email so their responses are unhelpful. One supervisor did say she would work with a team to straighten this out but then a few days later I got another unhelpful response from a different supervisor. I don't know if they can't see all my messages or if they just don't care to read them.By the way, about an hour later on the way back from my appointment, I was able to call an Uber and was able to use the Uber cash to get home. However, several hours later I tried calling another Uber and had a problem again. There is no resolution and I cannot reliably use this service any longer. In Nov 2021 I paid $49 for an annual pass called Uber One/H******************H that provides discounts on rides and food delivery. I would like a refund on 11 months of the service as well as $9.97 in unused Uber cash. I have deleted my account with them. The level of service I received should be an embarrassment to the company, and at no time did I even receive an apology for being late to my doctor ************

  Business response

  02/16/2023

  Hi, 
  
  Thank you for reaching out to Uber Support. Please know that we have a dedicated team that has followed up with you via in-app support in regard to your escalation. 
  
  Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.

  Customer response

  02/16/2023

   
  Complaint: 16375543
  
  I am rejecting this response because:this email is being sent over a year late, lol. I can really feel how much they care.
  
  

  Business response

  03/07/2023

  ***********, 

  
  Thank you for reaching out to Uber Support. Please know that we have a dedicated team that will follow up with you via in-app support in regard to your escalation. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.
  

  
  

  Customer response

  03/07/2023

   
  Complaint: 16375543
  
  I am rejecting this response because: 

   

  I am not an Uber customer and have not read their message.  I do not understand why they are responding to my complaint 15 months later. That should tell you everything you need to know. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  12/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an Uber gift card ($100) I used the card one time . Screenshot attached I had $70 left. After the first use I have since no longer been allowed to use said card because according to Uber suspicious activity has transpired and I am no longer allowed to access the money left on the gift card. (My Uber account through work is brand new btw) I asked them to explain what happened to cause this and they will not tell me what justified this decision or how they can justify denying me access to the funds I paid for. They claim the funds are non transferable or refundable. Basically Uber is keeping it with no explanation and robbing me. This shouldnt be allowed!!

  Business response

  02/15/2023

  Hi,

  
  Thank you for reaching out to Uber Support. We see that your escalation has already been resolved in-app. Please let us know if there is anything further we can help by responding directly to the message thread in-app or by visiting help.uber.com.
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩