Issues obtaining refund from Uber

garethandmanda

My daughter recently had a recent Uber journey which she was overcharged for (essentially the journey was extended to a location 20+ miles away after she had got out of the car). She queried this and Uber agreed to refund.

Since then (2 months+) no money has been received and she has contacted Uber and her bank for clarification numerous times. Uber said via email  that they had sent a refund; the bank says nothing has been received. She has asked for proof and reference of the transaction Uber made, they have said they will not provide this as the email is sufficient. Going round in circles

Can she legally request (and essentially expect) to be provided with a transaction reference as proof of refund having been paid?

born_again

She needs to ask UBER for the acquirer reference number (ARN) which is a unique number for every transaction. If payment has been made then bank will be able to trace it.
Bank will never take a email from a retailer as proof of payment.