Charged for cancelled trip which I did not request. Charged for waiting time after i had messaged driver with my location THREE times. Contact button to message drivers only worked ONE time out of THREE.
GetHuman930759's customer service issue with Uber from July 2018
Help with my Uber issue
The issue in GetHuman930759's own words
Get rides ... I rode with an Uber driver named James in rural Virginia yesterday. The ride went from the Bears Den Lodge in Bluemont to Holy Cross Abbey in Berryville. The ride was scheduled between *:** and *:** AM and commenced sometime slightly before **:** AM. I arrived at Holy Cross somewhere around **:**.**Somehow, at **:** another pickup request was submitted. I DID NOT do this. I was in an Uber heading to my destination. **** minutes or so after my arrival, I saw a message and a missed call from Uber driver Kimberly. I called her and told her this request was an error and that I had gotten a ride from James.**I was charged a $*.xx fee for this supposed "cancelled trip" which I DID NOT request. **Uber does not provide a feedback form, email, or phone number to relay this event*error on their part.**The dispute cancellation fee "form" provides only a list of options (none of which apply to my situation) from which to choose. **I selected one and submitted the "form" because I could locate no other option for resolving my issue.**A message informed me that my cancellation fee had been "refunded" and would be applied to my next ride. **Here is the message: "Your Uber account has already been credited. Thanks for letting us know what happened. We’ve already credited your Uber account. This credit will apply to your next trip. To see your credits: *. Tap menu, then “Payment” *. Scroll down to “Uber Credits”**When I go to my account, (Please note, there is NO "MENU" to tap.) and then go to Payments, there are two sections listed: Payment Methods and Promotions. Under Payment Methods, my credit card info is listed. Under Promotions, it says "No Active Promotions." **There is nothing in the Payment section of my account to indicate that I have a future credit. **Since I am already spending this time I would also like to report a problem I encountered in traversing this same trip back and forth over three days’ time. The Contact button to contact the driver does not appear to work at all times. Out of three times that I tried to contact a driver to specify my location and how to find me, only ONCE did the driver receive my message and respond. **Once, when I was out traversing the grounds at Holy Cross Abbey and ordered my Uber, the GPS located an incorrect address. The Abbey is *** Cool Spring Lane. Cool Spring Lane is off of Castleman drive. The call went in for *** Castleman Drive. **After the driver was assigned, I used the Contact button to message him. Twice I told him that I was at the corner of Castleman and Cool Spring. He did not respond. Then suddenly he messaged me to ask if I still wanted a ride. When I, for the THIRD time told him where I was, he told me that he was in a compound with * cars and a dog. At that point I was able to call him on the phone and told him to GPS *** Cool Spring since he appeared unable to look at a simple map in a very rural location, with no other roads around, to see that he simply needed to follow Castleman (***) to the intersection with Cool Spring to find me as I had instructed THREE times. He claimed he got no messages from me and charged me WAITING time at the incorrect location when I had messaged him THREE times to tell him my location at the corner of Castleman and Cool Spring. **I would like this waiting charge refunded. **I am not responsible for the malfunctioning of the Contact function in the UBER apt or the inability of the driver to use it. **The second time, I was leaving Holy Cross late in the evening. I had scheduled a ride, but Uber was unable to find me a driver. I walked out Castleman Rd. (***) to the intersection with the Harry Byrd (rte*), a major thoroughfare. I knew the GPS would have trouble with an address. After the driver was assigned, I messaged her to tell her my exact location and to turn in on the *** and then turn in on the right into a parking lot. She replied, "OK" and all went well. Hurray!** The third time, was my last trip from Bears Den where I had been picked up twice previously with no problem. I messaged the driver TWO times to ask him to come up to the lodge at the top of the driveway up the hill because I had a lot of equipment to haul out. Previously, I had met the drivers at the driveway on the main road, Blue Ridge Mountain Rd. (***). When he did not respond, I called him to relay the same instructions. He had to call me back when he was at the wrong location on Blue Ridge Mountain Rd. When I queried him on the ride (this was James), he told me that he had received no messages prior to my call and that the GPS location for the saved location in my UBER app for Bears Den was incorrect. This seems odd for a saved location at which I had been picked up TWO times previously. **In conclusion, I have three issues of concern that I would think Uber would be interested in in order to provide proper customer service.**)*Somehow a second call was submitted for my last ride. I was charged $*.xx for this “cancelled ride.” I DID NOT order it. I DO NOT have a credit listed in my account for a future ride.**)*The CONTACT button in the app does not always function. Twice out of three times contacting drivers, the drivers told me they did not receive any messages when I had messaged both of them TWICE. **)*The first time this occurred, the driver charged me a “Waiting Time Fee” for an incorrect location after I had messaged him TWICE to tell him my exact location. I would like this “Waiting Time Fee” refunded. **Thank you for your time and efforts**Sincerely,*Robin Pickering
I cannot contact UBER.
Refund cancellation fee and waiting time fee. Check on the functionality of the CONTACT function in the Uber app, or educate drivers on how to receive messages from customers, whichever is appropriate.
I use Uber frequently when traveling as I do not drive.
Tried to fill out Uber cancellation fee form. No refund for a future ride appears in my account.
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