UberEats account hacked

simplekf

hello,

just looking for some advice. My partners Ubereats account was hacked around 2 months ago. They got into his account and ordered two orders before the bank contacted him to say they suspected fraud as they tried to order several more. The bank was AMAZING! They refunded the order straight away, blocked his card and made sure nothing else could happen. My partner locked down his accounts and made sure his passwords were changed and now has 2 factor authentication!

The issue now is Uber won’t let him use the app anymore as he is in “arrears”. He has tried the app support and escalated it onto social media but we just keep getting that “they cannot do anything. But he can pay the arrears if he wants to get his account back”. He cannot even delete the account as he needs to pay these “arrears” first. I do not think he should have to pay for food we did not get or did not order due to his account being hacked.

our issue is he does not want this to follow him or for ubereats to go further to gain this “owed money”. We are looking to purchase a house next year and he is worried incase they go after him. However I do not think he should have to pay this.

many thanks 🙏

Woodstok2000

The problem is probably that by going to your bank for a refund instead of through uber, you've bypassed their system. You could have cancelled or frozen the card, locked the account and reported the transactions to uber, who would have investigated and made a decision. If they refused a refund at that point you could have gone to the bank.

Uber will get thousands of chargeback requests from banks and they probably look at very few, if any of them. They'll just put the account into arrears and let the user order only when the debt is cleared.

Can you still report the transactions as fraudulent directly with uber? That may trigger them to review and clear them.

simplekf

https://forums.moneysavingexpert.com/discussion/comment/81938598#Comment_81938598

hi,

I think in the moment we was just so worried as they was ordering one after the other meals. I think when we looked there was something stupid like 8 orders in progress. The bank automatically blocked the card after two so any orders after that did not go through. The first two orders are the issue. As the bank contacted him to ask about the fraud and he said it wasn’t him I think they automatically chargeback/ refunded them. We did try to contact Uber but they said they could cancel order but we wouldn’t get refund?! Also tried to ring the drivers to say not to deliver as it wasn’t us but they did not understand. We have tried to contact Uber but they are not getting what has happened, I am not sure if their contact us help online is bots? But they just keep resetting his password or telling him to pay

Aylesbury_Duck

What value is the debt?

I suspect you have only two options here. Pay it to make a potential problem go away, or ignore it and deal with it if Uber come back to chase the debt. If the amount is trivial, I'd do the latter because they're unlikely to pursue it. If it's substantial, it's a trickier decision, but I wouldn't do anything unless Uber escalate it. At the moment, the only consequence seems to be the loss of access to the account.

Woodstok2000

https://forums.moneysavingexpert.com/discussion/comment/81938707#Comment_81938707

These are the steps to report fraudulent transactions:

Report to Uber (Unrecognized Charge):

Navigate to the Help section in the app.

Select "Account and Payment Options" > "Unrecognized charges" > "I have an unrecognized charge".

Fill out the form with the transaction date, amount, and the last 4 digits of your card.

simplekf

https://forums.moneysavingexpert.com/discussion/comment/81938782#Comment_81938782

I think it was around £40-50 so not massive but not little. My partner was willing to pay it as he didn’t want it to affect him in the future financially if they did try to come for it. I just morally don’t think he should have to

simplekf

https://forums.moneysavingexpert.com/discussion/comment/81938818#Comment_81938818

thank you,

I will see if this works but looks like they have actually locked or blocked his account as he is unable to login in now

Aylesbury_Duck

https://forums.moneysavingexpert.com/discussion/comment/81938823#Comment_81938823

I agree, and I think you should follow the advice given above but if you reach a dead end, do nothing until and unless Uber escalate matters.

born_again

Sounds like someone did not ask the right questions on the call 🤷‍♀️🤦‍♀️

As they should have asked Op had a uber account & if the transactions were shown in there. If they were, then a temp refund should have been given while customer sorted it out with Uber.

If they were not in their Uber acc, then bank would deal with it as simple card fraud.

ThumbRemote

https://forums.moneysavingexpert.com/discussion/comment/81938598#Comment_81938598

This really does sound like victim blaming. It's entirely reasonable to contact a bank as the first point of call when there's been card fraud.

simplekf

For anyone that would like an update. I got in contact with them over X/ twitter as they stopped replying to my partner. I just wrote a massive complaint to them stating what had happened and how they kept closing our complaint before being resolved. They eventually replied back saying they had removed the charges and deleted his account as requested. I think it worked by me just pestering them but a win is a win :)