Uber Technologies

Initial Business Response /* (1000, 8, 2015/09/03) */
Uber is grateful for the chance to respond to this issue. When the complainant initially contacted us about the unauthorized charges, our Community Support Team informed her that someone who has access to her credit card is using it on their...

Uber account and hasn't communicated that with her. We also notified her that there are common identifiers between her and the Uber user that indicate that she may know the person using her card. However, Uber's Privacy Policy (https://www.uber.com/legal/privacy/users/en) strictly prohibits us from disclosing ride history, account details or any personal information to anyone other than the account holder.
Our support team has blocked the complainant's payment method from any further use on the Uber platform. Also, the account has been suspended as it appears to be in violation of our Terms of Service (https://help.uber.com/h[redacted]).
Our team has strongly advised this rider to contact her card-issuing bank or financial institution immediately if she believes that her payment information has been compromised. The bank will able to directly refund these unapproved charges and prevent any further unauthorized usage of her card. Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (3000, 10, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Uber continues to refuse to refund the charges because the company claims that I may know the person who made the charges. The bottom line is that no one is authorized my card but me and I have no idea who made these charges and am not responsible for them. The company accepted my credit card information without verifying that the person using the card was me or an authorized user. As a result eleven separate charges (amounting to over $150) were placed against my card during a two hour period which caused my account to become negative and I was charged a $35.00 fee because my gas bill bounced as a result. My bank finally reversed the charges so I am requesting that Uber refund the 35.00 fee.
Final Business Response /* (4000, 12, 2015/09/07) */
We are sincerely glad to hear that the complainant has been able to resolve this issue through her bank and have these charges reversed directly. Unfortunately, Uber cannot be responsible for any overdraft fees incurred.

Complaint: [redacted]I am rejecting this response because: Even...

after several complaints from me to their comment connection in their app - UBER never directly responded to me. They did NOT telephone me. The did NOT indicate how I could telephone them. They did NOT give an e-mail address showing how I could directly send an e-mail to them. They did however send a robot email saying "they had received my complaint, they were very sorry, and if I had other questions I could log back into their app". PROBLEMS: UBER is NOT responsive to their rider customers. In the UBER app and on a www search for UBER they do NOT list a mail address for complaints, they do NOT list a direct telephone number for complaints, they do NOT list a direct e-mail address for complaints. There seems to be no way for a rider customer to directly telephone UBER. There seems to be no way for a rider customer to directly send an e-mail message to UBER. An internet search for user comments about UBER shows a clear pattern that they do NOT respond to questions or complaints from either rider customers or to their driver's. SUMMARY:  I have deleted my UBER account and I will "never" go back.Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/09/29) */
Uber is grateful for the chance to address this issue, as the security of our customers' account and payment information is of the utmost importance to us. When this rider contacted us on 8/5/15 about the unauthorized charges, our Community...

Support Team promptly responded asking for more details about the transactions (e.g. date and amount of the charges, card info) so they could locate these charges in our system. Unfortunately, we did not receive a reply from the rider. Our team has reached out again to re-request this information. We await his response and hope to reach a resolution as soon as possible. Thank you again for the chance to reply.

Uber is glad for the chance to look out to this concerns. Recently, one of our agents reached back out to this partner about their payment via their original message to us. We sincerely hope the additional information will help.

Uber is glad for the chance to take a look in to this concern. One of our agents has already reached out via e-mail and worked with the rider on this situation. We hope that it was resolved to their satisfaction.

Initial Business Response /* (1000, 11, 2015/09/04) */
Our Community Support Team has reached out to this rider to address her concerns. We sincerely hope to reach a resolution and that this rider will continue to ride with us.
Initial Consumer Rebuttal /* (3000, 13, 2015/09/07) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
This is not true they haven't done anything to fix the issue.
THe problem is that they keep declining perfectly valid credit cards including the primary one I want to use which worked with uber for many months before they arbitrarily banned it.
Uber's response times are awful. There appears to be no way to contact the company at all except for reproting a problem with a ride through the app after taking a ride. Sometimes they reply sometimes they don't. The replies always come after many days. It seems they just ignore the issues they don't feel like dealing with. Just awful.
1/10 for [redacted]. I still can't use the cards I want to use.

Complaint: [redacted]I am rejecting this response because:
I should be refunded all my rides that day because I missed my appointment due this outlandish behavior. Uber has showed little accountability and I will file an ADA compliant with the Department of Justice. Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/12/02) */
Uber is grateful for the chance to respond to this issue. Unfortunately, we have no choice but to end our partnership with this driver as the background check does not meet the state's requirements, under which we have no control.

Uber is glad for the chance to look in to this concern. Yesterday, one of our agents was able to reach out to this rider and inform them that this cleaning fee had been reversed, as it seems othe partner may have written in about the wrong trip. These refunds typically take 1-3 business days to...

process.

Initial Business Response /* (1000, 7, 2015/10/22) */
We are very grateful for the chance to respond to this issue.
Uber implements dynamic pricing to ensure that riders always have a ride available when they need it. When the supply of cars gets tight, we choose to raise rates incrementally as...

a means of making sure that enough drivers are available to accommodate the demand in the area. We are adamant about being upfront and clear about our fare pricing during these surge periods so that riders can make an informed choice whether or not to use Uber.
Uber's fares are determined by the app, not the driver. Please find attached a picture of a surge notification in the Uber app. During periods of surge pricing, it is not possible for an Uber passenger ** take a ride without first approving the current rates and tapping the 'I ACCEPT HIGHER FARE' button. In addition, we require all riders to manually type in and confirm the surge rate when it is over 2.0X. The Uber app features a fare estimator that provides fare quotes for all available vehicle classes, and estimates received during surge periods will always factor in the rate increase in effect at that time. The app also has a surge drop feature in place, so riders can choose to be notified when dynamic pricing ends. A reminder of the rate increase is also included in the driver's confirmation notice, should the rider choose to cancel the trip at no charge and seek another ride.
When the complainant initially contacted us about this fare, our Community Support Team explained dynamic pricing and adjusted the fare down by 25% as a first-time courtesy per our policy. However, we were not informed that the driver gave the riders his personal phone number, then requested the ride himself using a rider's phone. Uber's partner drivers are absolutely NOT allowed to solicit rides outside of the Uber platform. They may not use a rider's phone to request their own ride, and may NEVER accept surged rates on the rider's behalf. This is a violation of our policies and Terms of Use, and our Milwaukee Driver Ops have been notified of this incident so that they may take appropriate action.
We have adjusted the fare to the non-surged rate that the rider expected to pay, along with additional ride credit as a sincere apology for his frustration and inconvenience. We truly hope that this matter has been resolved to our rider's satisfaction, and that he will ride with us again soon. Thank you again for the chance to reply.

I received a full refund to my credit card from Uber.  I appreciate your time and help resolving this issue.

Initial Business Response /* (1000, 5, 2015/07/02) */
Uber is grateful for the chance to respond to this issue.
Uber makes every possible effort to reunite riders with lost items (please see our Rider Support Page here: https://help.uber.com/h/cXXXXXXX-Xa85-4e1e-bcf4-a0b2ab2642e3). Drivers...

partner with Uber as independent contractors, but if a rider leaves an item behind, Uber does everything it can to help retrieve it and facilitate a return. However, riders are ultimately responsible for their personal items, and Uber cannot be held responsible for lost property, nor for expenses incurred as a result.
Again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ubar sent an email stating the driver had the phone still and was turing it over to there office and they would mail it back to me. We provide an address this was over a week ago. We have not heard from Ubar again. We send emails daily.

Initial Business Response /* (1000, 5, 2015/06/03) */
Uber appreciates the chance to respond to this issue, as the security of our customers' account information is of the utmost importance to us. While there is no evidence of a system-wide breach at Uber, someone did access this rider's account...

illegitimately. When he initially contacted our Community Support Team, we immediately changed his account's log-in information so that any unauthorized users were logged out, then disabled the payment method to prevent further unapproved charges. The fare in question has been completely refunded, and we stand ready to assist further in any way we can.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Uber did refund my credit card. I believe there still may be security issues at Uber and have closed my account with Uber and my credit card.

Uber is glad for the chance to look in to this concern. After this rider originally let us know about what happened on this trip, $6.00 in credits were added to their Uber rider account. These credits were then used towards the fare of a trip that took place on August 18th at 9:10 am.

Complaint: [redacted]I am rejecting this response because: they failed to address the multiple emails and awful pathetic nature in which they handled the situation. Automated canned answers that don't address issues. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/14) */
Uber appreciates the chance to respond to this issue.
Unfortunately, because a the rider spilled liquid in the driver's vehicle, a cleaning fee was added to the fare. Uber has strict procedures and guidelines in place that must be followed...

when a driver submits a request for a cleaning fee and before the rider is charged. In this case, the driver contacted us immediately following the trip (his last fare had been four hours prior) with photos documenting the mess on the floor of his car, the trip number and a description of the incident per our policy. He was unable to resume working until his car was cleaned.
A cleaning fee covers cleaning, sanitizing and deodorizing the vehicle, and 100% goes to the driver. Our partner drivers' personal vehicles are their livelihood and their source of income, and they are unable to pick up riders with a mess or smell in their car.
Our Community Support Team has responded promptly to the rider's support requests to clarify the additional charge. Uber's Cleaning Fee policies are clearly stated in our Terms of Service www.uber.com/legal/usa/terms and on our Rider Support page here https://help.uber.com/h/079c30a4-5bXX-XXXX-b518-3ec9c4310e33. Riders agree to our right to assess a discretionary cleaning fee when they accept these Terms. We regret that this situation occurred, and again, thank you for the chance to reply.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted however I know without a doubt this was a lie by the driver. I have requested that I don't ever have that particular driver again and so far Uber has respected that request. There were 3 of us in the car and no one spilled anything. We firmly believe the driver made this "mess" on his own and blamed us as a scam. So in short....yes I accepted Uber's explanation but not the driver.

Uber is glad for the chance to look in to this concern. On November 18th, one of our agents reviewed the information this rider has provided, and was able to provide an adjustment for this fare. If this rider had any further concerns in regards to this trip, they can reach back out on the message...

from our agent so we can assist them further.

Initial Business Response /* (1000, 5, 2015/08/20) */
Uber is grateful for the chance to respond to this issue.
While Uber hopes to provide phone support in the future, we currently handle all support requests via email. When the complainant initially contacted us, our Community Support Team...

asked for more details of the transaction so that they could locate the charge in our system. They did not receive further information; the complainant only wanted to know who had been using her card. However, as we explained, Uber's Privacy Policy (https://www.uber.com/legal/privacy/users/en) strictly prohibits us from disclosing ride history, account details or ANY personal information to anyone other than the account holder. We do understand that her bank is likely not aware of this policy.
Our Community Support Team has reached out again asking for more information about the charge so that we may block her card in our system, ban the user and refund the charge. We've also advised her to contact her card-issuing bank again about the unauthorized use of her card. We hope to hear from her soon so we can resolve this issue as quickly as possible, and we truly appreciate her patience and understanding. Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response as of now however the response that I received was that they would investigate on their end and once there was a conclusion made, they were going to send the information to the account holder. This was what I did not understand, if someone is making unauthorized transactions with my credit card, how is that they are the only one to receive information regarding their crime that they are committing. I didn't understand how that would help me in any way only allowing them a warning and no consequences for their actions. I will in fact provide Uber the information required to receive my reimbursement and I hope that they make good on their promises and supply my refund as well as a block in their system so that my card can never be used again. Thank you Revdex.com for assisting in this matter. I will definitely be in touch if these terms are not satisfied from Uber. Thanks and have a great day.
Final Business Response /* (4000, 15, 2015/10/15) */
With further information from this rider, our Payments Team has completely refunded all of the unapproved charges, banned the accounts of the users who added the card to their payment profiles and blocked the card from any further use on the Uber system. They have also strongly advised her to contact her card-issuing bank or financial institution immediately if she believes that her card has been compromised, as it seems like the information is accessible by unauthorized user(s). We sincerely hope that she's been successful in completely resolving this security issue.

Initial Business Response /* (1000, 7, 2015/11/01) */
Uber is grateful for the chance to address this issue, as the security of our customers' account and payment information is of the utmost importance to us. Our Community Support Team has strongly advised this rider to contact his card-issuing...

bank or financial institution immediately if he believes that his payment method has been compromised. The bank will able to reissue the card to prevent any further unauthorized usage and reverse the unapproved charges. Again, we appreciate the chance to respond.
Initial Consumer Rebuttal /* (3000, 9, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Uber is saying it is not their responsibility to stop these fraudulent charges to my credit card. I am NOT the Uber rider that has initiated these charges, I do NOT have an Uber account, nor have I ever used their service. it is up to Uber to have their rider correct the issue and change the payment method their customer is using fraudulently. Bottom line---UBER has not resolved the issue.

Initial Business Response /* (1000, 8, 2015/09/07) */
Uber appreciates the chance to respond to this issue. We are always happy to adjust a fare that is excessively high due to a poor route taken by the driver. When this rider initially contacted our Community Support Team about his fare of $23.01...

to LGA, they ran an estimate for what the ride should have cost based on the pickup and drop off locations and time and distance travelled and received an estimate of $18.42. They adjusted the fare to that amount and refunded the difference. This amount is also in accord with an estimate obtained by the complainant prior to riding. As we've explained, fares for the same route may vary due to factors such as weather, traffic, stop lights, etc., and adjustments are made to reflect an estimate using the best route under ideal conditions. Although the team member who initially responded could have adjusted the fare right away, he quickly admitted his error, apologized, and made the adjustment. We do apologize if this rider was unhappy with the responses he received from our team members, but we believe that they addressed the rider's complaints and handled this matter promptly, professionally and according to our policies. At this time, we consider the matter closed. Thank you again for the chance to reply.
Initial Consumer Rebuttal /* (3000, 12, 2015/09/09) */
Uber response on Sept 8 did not address at all the concerns I brought up in my complaint through Revdex.com. What Uber did was merely repeating non relevant explanations. For example, Uber's response only referred to the mistake made by the male agent but failed to address my question on the errors made by [redacted]. In addition, Uber did not address why there was a significant increase in fare for two similar trips I took using uber which was described in my complaint in details. Uber ignored the specific points I brought up. If uber will like the email correspondence as evidence, I am happy to further provide. However, I believe Uber already has such evidence. Basically, I remain dissatisfied with Uber response.