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

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.

Comments

  • marcia_
    marcia_ Posts: 1,468
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    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
    RefluentBeans Posts: 845
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    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
    Vectis Posts: 654
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    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?
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