Uber Customer Service Issues

My ride was canceled by the driver as soon as they arrived, leaving me waiting another hour to find a new driver. However, the issue remains unresolved as there is no way to reach a human at Uber for assistance. Despite no driver accepting the ride, three drivers still charged my credit card. I had to contact my credit card company to dispute these unauthorized charges.

My iPhone was stolen while using the Uber app, prompting me to create a new account with a different email. Initially, everything was fine with the new account. However, a month later, I encountered an issue where Uber would not accept a specific Visa card I primarily use. Despite reaching out to customer service through various channels, they merged my accounts without consent and linked it to the email from the stolen phone. I continue to face difficulties with the preferred Visa card being rejected, and Uber has not responded to my follow-up inquiries. The lack of communication and resolution from Uber's customer service is frustrating. I urge Uber to consult with me before merging accounts and provide a clear explanation for why my Visa card is not accepted. Any assistance in resolving this matter would be greatly appreciated.

I am Cynthia Hankerson. Despite having the app on my phone, I am unable to contact the driver as a friend ordered the ride through her app. On May 2, [redacted], Carroll Wilcox and I were picked up at [redacted] N.W. 17th St., Ft. Laud., FL [redacted] around 10 AM. Upon realizing I had lost my keys in the ride, attempts to connect with the driver have been futile. The lost keys, a keyless fob for a Toyota with a silver horse trinket, are crucial and efforts to retrieve them have been unsuccessful. The driver, Jean, seemed unhelpful during our attempts to reach out. Please assist in resolving this matter promptly. Your attention to this issue is greatly appreciated. Thank you for understanding the urgency.

My son brought up this issue last night. Now I am following up on it. My son rode with a driver named Martin in a Lexus LX with license plate BP12P05 on 5/4/21 at 9:04 pm from [redacted] San Pablo Avenue to [redacted] Canterbury in Hercules, CA. During the ride, my son, Eric, expressed his discomfort with Martin's speeding multiple times, almost resulting in accidents twice. Eric informed Martin that he would report him, which he did. About 10 minutes after reporting, Eric was charged a cleaning fee of $[redacted].00, deducted from his bank account, with Martin mentioning it would only affect his rating. I am seeking clarification on the evidence of the reported incident in the car and question how Uber can deduct funds from an account solely based on the driver's statement without providing proof. Thank you.

Dear Uber Support, I am reaching out to address a recent trip on 5/1/[redacted] that was not resolved to my satisfaction by your customer service team. I am puzzled as to why I cannot reply to your email. On that particular day, there was a mix-up where another car service arrived at our condominium to pick up a different couple, leading us to mistakenly believe that was our prearranged Uber. As the only vehicle present, we assumed it was our ride and boarded. It was only upon reaching the complex's entrance that we realized our error. We then ordered a new Uber to take us to the airport, a location 3 miles closer. While I acknowledge the cancellation fee for the initial mix-up, I am perplexed as to why the original Uber was not visible at our location. Although we take responsibility for the mistaken pick-up, I find the subsequent overcharge for the revised trip unjustified. The fare for the closer location should not have doubled from the initial estimate of $35-$38 to $72.18. Such pricing practices are concerning and may drive away customers. As a shareholder who invests in companies I patronize, I am considering selling my Uber stock due to these inflated charges. I request a refund of approximately $37 instead of the proposed $18.04. I urge you to address this promptly. Sincerely, T. M.

Subject: Resolution Needed for Uber Trip Issue on 5/1/[redacted] Dear Uber Support, I am reaching out to address an unresolved issue with a trip I took on 5/1/[redacted], which was not adequately resolved by your customer service department. Unfortunately, I am having trouble responding to your emails, hence this message. During the mentioned trip, an unexpected error occurred. Mistakenly, another car service was at our address on that day, picking up a different couple. Assuming this driver was our scheduled Uber driver, we boarded the vehicle as it was the only one present at our condo. After interacting with the driver, we realized the confusion at the front of the housing complex and promptly ordered a replacement Uber, which was actually 3 miles closer to the airport. I acknowledge the cancellation fee imposed by Uber for missing the prearranged ride, although I am puzzled as to why we didn't notice the correct car at our location. While I understand the fee for the missed pickup, I find the excessive overcharge for the subsequent ride to be unjustified, considering it was closer to the airport than the original pick-up spot. The unexpected $72.18 charge, compared to the estimated $35-$38, is unreasonable and does not align with the service provided. I hope for a fair resolution, possibly a refund of approximately $37, as opposed to the offered $18.04. I invest in companies whose services I utilize, and I may consider divesting my Uber stock due to the potential loss of customers caused by such inflated pricing practices. Doubling the fare was disappointing, and I urge Uber to reconsider such pricing strategies to retain customer loyalty and trust. I kindly request a prompt refund resolution of the mentioned discrepancy. Thank you for your attention to this matter. Best regards, T. M.

On May 19, [redacted], my driver, Pedro, canceled my trip when he went to the wrong place. I was charged $10.18 for the trip and an additional $6.25 for the cancellation fee, which I believe is unfair as it was the driver's mistake. Despite this inconvenience, I was able to request another driver, Alexis, who successfully took me home without any issues. I hope to resolve this situation promptly as I have encountered multiple service problems with the drivers recently, despite being a loyal customer for over five years. I value your services and hope to continue using your company in the future without any further issues.

Uber has completely messed up my app. It's a total disaster. My ride history and saved places have disappeared, and my home address is incorrect. The credit card on file is outdated and has not been used in years, making everything a chaotic mess. When I tried to log in, the app treated me like a new user, except it recognized my email as already taken. After contacting support, the issue was seemingly fixed, but only temporarily. Despite changing my password and enabling 2FA, the app kept forcing me to reset my password, leading to a situation where I can no longer access my account or request rides. I have requested Uber to delete my account entirely and allow me to create a new one from scratch due to the persistent issues. Unfortunately, I have been unable to reach anyone at Uber for assistance. I am seeking for Uber to restore my account to its state as of May 10th, [redacted].

I have a complaint regarding my recent trip from DFW Airport. I was quoted $46, more than my typical $24 fare, but due to busyness, I understood. However, upon receiving a charge of $56.80, I noticed additional fees including a south and north airport entrance fee, a $3.99 “time fee,” and a $3.00 surcharge. The driver went the wrong way, leading to extra charges. We did not use the south exit as claimed for a $2.00 fee, and despite being punctual, a $3.00 surcharge was added. Could you please look into this matter? Best, T.H. Email: [redacted]

Dear Uber Customer Support, Tonight, I have been attempting to receive a verification code but it seems that Uber is not recognizing my email address and password. Whenever I request a verification code to be sent to my email on file, I do not receive it. Despite several attempts, the issue persists as I am unable to receive the verification code via voice because my phone number listed with Uber only rings once. At around 8:11 pm, I contacted Uber customer support and spoke with Brenda regarding this matter. She advised me to wait for an email with the code, which I have yet to receive. I find the troubleshooting instructions for 2-step verification confusing as they do not present the option "Call me with Code." Why is this option not available? Additionally, I wonder if Uber's system permits the use of landline phones or solely relies on mobile phones. I am eager to know how this matter will be resolved, especially after encountering rude behavior from your customer service representative. Despite spending approximately 2 hours troubleshooting, I am unable to proceed other than to report these challenges via email. Unfortunately, I am unable to utilize the "Screenshot of error message (Required)" feature on the Uber Help page to reach out to you. Kindly contact me using the phone number listed on my Uber account to assist in addressing this issue. I would greatly appreciate a prompt resolution to this matter. How can I regain access to my Uber account to update my phone number from my landline to mobile and my credit card details for enhanced security purposes? Thank you, Elizabeth L. A.

Issue with Uber Drivers in Las Vegas, Nevada: 1) I had a problem with an Uber driver named Yoan in a GMC Acadia with license plate LVP74V. I requested a ride on May 20, [redacted], at 7 pm from [redacted] W. Sahara Ave to [redacted] S. Las Vegas Blvd, but he took us to the wrong address at [redacted] Smoke Ranch Rd. Despite my instructions, Yoan didn't understand English and had a language barrier, making it a frustrating experience. Although we eventually reached our destination, Uber shouldn't employ drivers who cannot communicate with passengers. I paid him $20 in cash directly. Uber should not charge me for this ride. 2) Another incident involved a driver named Alexie, driving a Toyota Camry with license plate 122ZNV. On May 21, [redacted], at 5 am, I requested a ride from [redacted] S. Las Vegas Blvd to McCraran Airport, with a note requesting punctuality. After a 17-minute delay, Alexie accused me of rudeness, canceled the trip, and assigned it to another driver without my consent, causing a further 20-minute delay. His unprofessional conduct and misinterpretation of a simple request reflect poorly on Uber. I canceled the ride and took a taxi. I should not be billed for this missed ride. If similar issues persist, I will opt for another ride-sharing service in the future. - Damasa Hartshorn, Stockton, California.

I made an Uber Eats order on 5/24/21 from Caribou Coffee. The driver assigned to my order was Tami, who sadly exhibited rude behavior during the delivery. I reported the issue through the app, but feel the matter wasn't adequately addressed. I kindly requested Tami to place the order on the counter for contactless delivery due to my workplace's mask policy, which she disregarded. Additionally, she left an unwarranted negative review for my business on Google. This unprofessional behavior is concerning, and I believe it's important for someone to reach out to me to discuss this incident. It's disappointing to encounter such conduct, especially since I value professionalism in my own work with Instacart and even when assisting customers at Pet Supplies Plus.

On May 26th, I made a reservation for a ride from [redacted] Prospect St, East Orange, NJ to [redacted] Millburn Ave, Millburn, NJ at 2:30 PM. I received a confirmation at 8:43 AM for the ride time, but unfortunately, the driver did not show up within the 2:30 to 2:40 PM window. I noticed that the charge is currently pending on my account. I attempted to reach out to Uber through the app, but encountered issues with the help section not displaying the contact phone number in the upper right-hand corner. This experience was my first time using Uber, and I had an essential medical appointment that I missed because of the no-show. Despite this incident, I have heard positive reviews from others who rely on Uber and hope that this was an isolated situation. Thank you for your assistance.

I recently took a ride to B.L Kapur Hospital from C Block, Kirti Nagar, New Delhi on June 1st for my vaccination. The driver, Pankaj, charged me Rs. [redacted], which he said included waiting charges even though he waited for only about 5 minutes. I paid the full amount, but upon checking Uber just now, it says I still owe Rs. 33 to clear my account before my next ride. I believe the driver did not input the complete amount into the system, causing this discrepancy. I paid Rs. [redacted] as requested and would like this matter resolved promptly. I was in a rush for my appointment, so I paid what was asked. It's disheartening to feel cheated and if this isn't resolved, I may have to stop using Uber's services. Requesting a review of my account to clear up this issue.

I accidentally left my phone in an Uber on Sunday, and the driver confirmed that they have it. However, I have been struggling to get in touch with the driver ever since. Despite numerous attempts on Monday, the driver claimed they cannot return the phone until Uber approves. Now, they are not responding to my calls or voicemails. I need assistance with this situation. The phone number linked to the Uber account for the trip is: [redacted]. The trip occurred on 5/30/21 at 11:40 PM. The driver's name is Chukudi. I have filled out the "lost item" form multiple times with no help from Uber support. It is crucial for Uber support to urgently contact the driver on my behalf. The driver should take the following steps: 1. Answer my calls promptly. 2. Listen to my voicemails and return my calls. 3. Contact me to arrange the return of the phone.

I am experiencing difficulty accessing my Uber driver app due to the 2-step verification code. I input my email and password, but I am not receiving the SMS verification code from Uber to proceed. Despite attempting to resolve this over the past five days by following the provided instructions, the issue remains unresolved. I am unable to access the app to reach driver support. After contacting my phone carrier, they indicated my old phone may have issues, so I purchased a new phone, which led to further complications. I urgently need assistance to resolve this matter as driving for Uber is my primary source of income. I would greatly appreciate being provided with a contact number to reach Uber support for a prompt resolution.

Hello, my name is Roy H., and I have been an Uber driver for five years. I have been on unemployment since last year due to health concerns related to my age and medical conditions. I am planning to return to work on September 1, to ensure my safety. To facilitate my unemployment benefits until I can safely return to Uber, I need Uber to confirm my return date of September 1, [redacted], to unemployment at [redacted]. They require my name, SSN [redacted], and return date. This would prevent me from job searching elsewhere. Any assistance you can offer would be greatly appreciated. If this is not the correct office, please advise of the appropriate one. Thank you, Roy H. Contact me at [redacted] or [redacted]

I was quoted $20.48 for my Uber ride, but was also charged $1.95 for tolls that the driver did not actually use. Uber should not include toll charges in advance without informing customers. The driver is not at fault as this is an issue with Uber's pricing. The added toll charge was not transparent until I requested a receipt post-ride. I tipped $3 to the driver, making the total $23.55. I wish to keep the driver's tip and request a refund of $1.95 from Uber for the unnecessary toll fee.

I am seeking assistance regarding my pending status. Checkr has completed my background check, but there's a delay due to a misunderstanding with the police regarding my car insurance. During a traffic stop, I was cited for driving with expired insurance, although I had arranged for temporary coverage with State Farm for one day before being added to my mother's policy the following day. Despite presenting proof of insurance in court, the case was dismissed. I am concerned about missing opportunities to drive for Uber due to this error beyond my control. Whom should I contact for assistance?

Hello, I had two trips today, one to Walgreens for a COVID-19 vaccine, an appointment made through your Uber app due to the offer for free vaccination rides until July 4, [redacted]. Both drivers were excellent. However, each time I tried to book the ride through the "vaccine" portal on the Uber app, I received a "try again later" message. I've tried getting help through help.uber.com without success. Normally, I wouldn't mind paying, but I'm on food stamps, facing temporary disability approval, and have only nine dollars to spare after buying a $50 Uber card for this purpose. I find it unfair to pay for something that should be free. I would appreciate a credit to my account promptly. I have documentation screenshots for proof and can provide them upon request. Please respond quickly to resolve this. Thank you, and stay safe. - SBK