Uber won't remove outstanding payment on my account after being hacked

stephparsonsuk

Jan 2021, I was at home in Lancashire at midnight.  I received an email from Uber saying 'Thank You For Riding With Us'.  It had a map of this trip in London, with a cost of £48.76.  I was not in London, none of my family live in London, none of my friends live in London.  I didn't click on the email - just in case it was spam - so I went onto my laptop and opened my Uber account from the browser.  There it was - a journey in London.

I contacted Uber to say I had been hacked - they refused to refund me.  They said that the journey happened - but I wasn't claiming the journey didn't happen - I was claiming I had been hacked and it wasn't me who ordered the trip.  I contacted Paypal too at the same time - they refunded me.  I had one payment from my bank account, and one payment refunded to me.  All back to normal.

Eventually Uber come back and me and agree that I was hacked, and that they would refund me.  I said that Paypal had already done so.  After that, I don't receive any further monies... the journey on my account is at £0, but I'm now left with this outstanding payment on my account for £48.76.

I contact Uber asking them to take it off, and they claim that Paypal refunded me, and Uber also refunded me... so I owe one refund back.  But I have only seen one refund.  Uber tell me to contact Paypal, so I contact Paypal, and they say that there is no outstanding monies to be paid to me.  They say it's an issue with Uber's accounting department.

Here we are 3 years later.  I still can't use Uber, I can't delete the account because of the outstanding payment that I don't owe, and Uber refuses to back down.  You'd think Uber would write it off or something.

Equally, I don't care about using Uber anyway, I don't use them much... but occasionally when I'm away and don't have my car, it's convenient to be able to use it... but I can't because of this.

What do I do?  Is there any ombudsman who may be able to help?

I know it's less than £50, but I don't want to pay it just for the convenience of using Uber from time to time... when it's literally their issue... and they are a multimillion pound company.

marcia_

stephparsonsuk said:

Jan 2021, I was at home in Lancashire at midnight.  I received an email from Uber saying 'Thank You For Riding With Us'.  It had a map of this trip in London, with a cost of £48.76.  I was not in London, none of my family live in London, none of my friends live in London.  I didn't click on the email - just in case it was spam - so I went onto my laptop and opened my Uber account from the browser.  There it was - a journey in London.

I contacted Uber to say I had been hacked - they refused to refund me.  They said that the journey happened - but I wasn't claiming the journey didn't happen - I was claiming I had been hacked and it wasn't me who ordered the trip.  I contacted Paypal too at the same time - they refunded me.  I had one payment from my bank account, and one payment refunded to me.  All back to normal.

Eventually Uber come back and me and agree that I was hacked, and that they would refund me.  I said that Paypal had already done so.  After that, I don't receive any further monies... the journey on my account is at £0, but I'm now left with this outstanding payment on my account for £48.76.

I contact Uber asking them to take it off, and they claim that Paypal refunded me, and Uber also refunded me... so I owe one refund back.  But I have only seen one refund.  Uber tell me to contact Paypal, so I contact Paypal, and they say that there is no outstanding monies to be paid to me.  They say it's an issue with Uber's accounting department.

Here we are 3 years later.  I still can't use Uber, I can't delete the account because of the outstanding payment that I don't owe, and Uber refuses to back down.  You'd think Uber would write it off or something.

Equally, I don't care about using Uber anyway, I don't use them much... but occasionally when I'm away and don't have my car, it's convenient to be able to use it... but I can't because of this.

What do I do?  Is there any ombudsman who may be able to help?

I know it's less than £50, but I don't want to pay it just for the convenience of using Uber from time to time... when it's literally their issue... and they are a multimillion pound company.

 Why not stop using uber. There are plenty of other taxi firms 

RefluentBeans

If Uber aren’t chasing you for the money (like sending out debt collectors) there’s not a lot you can do to force them to have you as a customer. If they feel you owe them something you can either accept that you’re at an impasse or try and bargain with them. Given that your accounts been locked for 3 years, they seem to be happy at the impasse. 

Vectis

stephparsonsuk said:  Equally, I don't care about using Uber anyway

If you're not bothered about using them in future, I can't see what the problem is?