Uber Eats blocking my account

rajanm

Hi everyone,

I need some advice.  At the beginning of August, two transactions took place via uber eats, while I was on holiday, to an address in Manchester.

I immediately contacted my bank and cancelled my card and the money was refunded to me (around £35 in total).  When I returned from holiday, I noticed my Uber account was blocked because apparently the two transactions still needed to be settled by me.

When I contacted Uber, they said this was because I should have reported the fraudulent activity within 30 days of the transactions taking place.  I then contacted my bank who said they reported the fraud to Uber Eats and Uber Eats reviewed the claim and took 100% liability for the issue.

My bank wrote a letter to me to outline all of this including VISA case references for both transactions.  I sent this letter to Uber Eats but they won't budge and still say the charges have to be paid before I can unblock my account.

Uber said: 'When these disputes are received by the bank, they will retrieve the paid transaction and redeposit them into the account holder's account, therefore, reversing the transaction.  This has put your account in charge back arrears...'


The bank say uber eats too liability for the fraud so should unblock my account.  Uber Eats say its up to my bank to sort it out.

I'm not entirely sure what to do next - can anyone help?

Thanks in advance!

Mark_d

This sounds like  a case of someone using your Uber account rather than using your card details on another Uber account.  So it seems strange why you contacted your bank rather than with Uber.

Is your Uber account linked to your phone number? 

Robin9

Barclaycard Fraud picked up dozens of Uber Eat debits some time ago. Her account was temp blocked, all items reimbursed and card unblocked.  Never heard anymore.

We don't use Uber Eats .

born_again

Sounds like Uber have not contested the transactions with the bank.

DullGreyGuy

rajanm said:

I need some advice.  At the beginning of August, two transactions took place via uber eats, while I was on holiday, to an address in Manchester.

I immediately contacted my bank and cancelled my card and the money was refunded to me (around £35 in total).  When I returned from holiday, I noticed my Uber account was blocked because apparently the two transactions still needed to be settled by me.

When I contacted Uber, they said this was because I should have reported the fraudulent activity within 30 days of the transactions taking place.  I then contacted my bank who said they reported the fraud to Uber Eats and Uber Eats reviewed the claim and took 100% liability for the issue.

My bank wrote a letter to me to outline all of this including VISA case references for both transactions.  I sent this letter to Uber Eats but they won't budge and still say the charges have to be paid before I can unblock my account.

Uber said: 'When these disputes are received by the bank, they will retrieve the paid transaction and redeposit them into the account holder's account, therefore, reversing the transaction.  This has put your account in charge back arrears...'


The bank say uber eats too liability for the fraud so should unblock my account.  Uber Eats say its up to my bank to sort it out.

I'm not entirely sure what to do next - can anyone help?

Why didnt you contact Uber Eats?

Your bank will have gone to their bank and asked them to return the funds saying it was a fraudulent transaction. Their bank will have gone to them telling them the money will be taken unless they can provide evidence that it wasnt a fraudulent transaction. Either UberEats didnt respond, they said they couldn't prove it wasnt fraudulent or they submitted evidence that wasnt accepted. 

Uber Eats will undoubtedly have hundreds of these every month, they'll know what is and isn't worth defending as inevitably it costs time and money to defend even if they've done nothing wrong. 

Normal people tell the merchant that they've taken money without their authorisation... people who are falsely claiming a chargeback dont tend to. 

Chargeback is a very crude process and ultimately doesn't settle the underlying dispute. A lot of people did false chargebacks against budget airlines when they decided they didnt want to travel due to Covid. The airlines quickly realised defending claims wasnt getting anywhere so they just put customer accounts with them into the negative so that they can only book flights with them again in the future if they pay off the debt. 

Ultimately you didnt follow Uber's process and having breached their terms they've decided they dont want you as a customer any more. Your choices are:

1) Start using Deliveroo instead 

2) Throw yourself on their mercy blaming the information your bank gave you

3) Raise a complaint to your bank that their advice was wrong

4) Try opening a new account with a different email address, mobile and payment card

These are not mutually exclusive and so you could do multiple simultaneously. 

Olinda99

or 5. learn to cook !

Uber Eats blocking your account may well have just put 10 years on your life.

rajanm

Olinda99 said:

or 5. learn to cook !

Uber Eats blocking your account may well have just put 10 years on your life.

The thing is, it's not Uber Eats I'm concerned about.  I've tried using the Uber taxi app, and I'm not sure it'll let me access it either.  I tried booking something and it was really slow and then timed out - unless that was down to the app and not my Uber Eats block.

la531983

Olinda99 said:

or 5. learn to cook !

Uber Eats blocking your account may well have just put 10 years on your life.

Not sure the OP was after the holier than thou "all takeaways are bad" routine but hey ho.

rajanm

DullGreyGuy said:

rajanm said:

I need some advice.  At the beginning of August, two transactions took place via uber eats, while I was on holiday, to an address in Manchester.

I immediately contacted my bank and cancelled my card and the money was refunded to me (around £35 in total).  When I returned from holiday, I noticed my Uber account was blocked because apparently the two transactions still needed to be settled by me.

When I contacted Uber, they said this was because I should have reported the fraudulent activity within 30 days of the transactions taking place.  I then contacted my bank who said they reported the fraud to Uber Eats and Uber Eats reviewed the claim and took 100% liability for the issue.

My bank wrote a letter to me to outline all of this including VISA case references for both transactions.  I sent this letter to Uber Eats but they won't budge and still say the charges have to be paid before I can unblock my account.

Uber said: 'When these disputes are received by the bank, they will retrieve the paid transaction and redeposit them into the account holder's account, therefore, reversing the transaction.  This has put your account in charge back arrears...'


The bank say uber eats too liability for the fraud so should unblock my account.  Uber Eats say its up to my bank to sort it out.

I'm not entirely sure what to do next - can anyone help?

Why didnt you contact Uber Eats?

Your bank will have gone to their bank and asked them to return the funds saying it was a fraudulent transaction. Their bank will have gone to them telling them the money will be taken unless they can provide evidence that it wasnt a fraudulent transaction. Either UberEats didnt respond, they said they couldn't prove it wasnt fraudulent or they submitted evidence that wasnt accepted. 

Uber Eats will undoubtedly have hundreds of these every month, they'll know what is and isn't worth defending as inevitably it costs time and money to defend even if they've done nothing wrong. 

Normal people tell the merchant that they've taken money without their authorisation... people who are falsely claiming a chargeback dont tend to. 

Chargeback is a very crude process and ultimately doesn't settle the underlying dispute. A lot of people did false chargebacks against budget airlines when they decided they didnt want to travel due to Covid. The airlines quickly realised defending claims wasnt getting anywhere so they just put customer accounts with them into the negative so that they can only book flights with them again in the future if they pay off the debt. 

Ultimately you didnt follow Uber's process and having breached their terms they've decided they dont want you as a customer any more. Your choices are:

1) Start using Deliveroo instead 

2) Throw yourself on their mercy blaming the information your bank gave you

3) Raise a complaint to your bank that their advice was wrong

4) Try opening a new account with a different email address, mobile and payment card

These are not mutually exclusive and so you could do multiple simultaneously. 

With hindsight, I should have contacted Uber Eats.  I was on holiday and panicked - the Uber Eats account wasn't the only account that was compromised so my initial reaction was to contact my bank and cancel my card, etc.

The thing is, I did complain against the bank and they said they followed the correct procedures and also said Uber admitted liability 100% for the fraud.  So whether what I did breached their terms should be neither here nor there, the fact is I did contact Uber Eats, it was just done by my bank on behalf of me.  I don't really know how they can say I still owe them money.

The other thing I'm worried about is Uber Eats using a debt collection agency to retrieve the cash further down the line but I guess they might have bigger fish to fry.

rajanm

born_again said:

Sounds like Uber have not contested the transactions with the bank.

No - they've taken 100% liability according to my bank

rajanm

la531983 said:

Olinda99 said:

or 5. learn to cook !

Uber Eats blocking your account may well have just put 10 years on your life.

Not sure the OP was after the holier than thou "all takeaways are bad" routine but hey ho.

Hahaha - yes that's true.  I'm not actually that bothered about ordering from Uber Eats, I  don't think I've ever actually ordered from there anyway. I just don't want the Uber travel accounts to be blocked or for Uber Eats to appoint a debt collection agency to retrieve money I don't actually owe them!