Friday, June *, around *:** PM, *** *th Ave., NYC, near Penn Station - I was charged a...
GetHuman-jfuchs's customer service issue with Uber from June 2018
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The issue in GetHuman-jfuchs's own words
Friday, June *, around *:** PM, *** *th Ave., NYC, near Penn Station - I was charged a $* cancellation fee. There was a LOT of traffic and my wife and I (and a couple of suitcases) needed a ride south to SOHO. Found an area a couple of blocks from Penn Station where there was room to pull to the curb so we could get picked up easily. Called for an Uber, got no response for a few minutes, then a car stopped and said he was an Uber driver but we needed to pay him cash - we said no. Then we heard from the "real" Uber driver - Mohammed - but he was on a one way street a couple of blocks away and would take about ** minutes to reach our location (one way street problems and LOTS of traffic). Since we didn't want to wait he suggested I cancel. When I tried to cancel I was advised that it would cost $*. I called back Mohammed and he said the HE could cancel the ride, then I wouldn't be charged. I assumed - incorrectly - that the entire Uber ride request was terminated and I was back to square * - free to find the best way to SOHO. A yellow cab stopped and we took a ride with him. About ** minutes into that ride I got a call from another Uber driver looking to pick us up at our original location near Penn Station. There was nothing to do except apologize and explain to him what happened, then cancel our Uber ride by accepting the $* fee. I am asking for a refund primarily because I do not want a "ride cancelled" on my record with Uber. I understand my part in not realizing that Mohammed could only cancel HIS ride, not my entire Uber ride request - I will not make the same mistake again. I have had great experiences with Uber drivers and I want my rating as a passenger to remain a excellent as possible. In fact, if the second Uber driver was paid the $*, I am OK with that - is it possible to remove the cancelled trip from my record and still make my $* payment to the second Uber driver? Would appreciate any help you can offer. Thank you.
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