Uber Incorrectly Charging - Do They Ban You for CC Chargeback?

damnable on 02/08/2019 - 20:22

Hi Folks,
I'm not really sure what to do in this situation so I would appreciate any advice please.

I recently traveled to Wellington in NZ where Uber are doing a trial run of electric scooters that you book via the Uber app (similar to lime scooters). While there, I made use of both the Uber cars and scooters.

The trips taken using the cars worked as normal, but the trips on the scooters are not showing up in my account history and have been charged to the incorrect payment method, not the default one as it should have. I won't go into details, but the incorrect charging is problematic and needs to be fixed up rather than just rolled with. You can normally request to change the payment method, but you have to select the trip first, which I can't do as they are not showing up in the account history.

The only way to contact Uber for help is by email or by by the app and they have been completely unresponsive to all requests for contact for well over a week.

The only other method I can use to try and correct the charge is to initiate a credit card chargeback but I am wary this will result in my account being shut down. Does anyone know if this is likely or can suggets any other way forwards please?

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Comments

  • HighAndDry on 02/08/2019 - 20:47
    +5

    The only other method I can use to try and correct the charge is to initiate a credit card chargeback

    Are you even allowed to chargeback in this situation? I'm reading your post to mean they provided the service and charged the right amount (and obviously to the right person), just to the incorrect payment type. For all intents and purposes they're entitled to the money you'd be filing a chargeback for.

    • Scantu on 02/08/2019 - 20:50
      -1

      If OP directed them to take it out of an account and they didn't then sure. They're only entitled to take it from where you allow them to take it from.

      • HighAndDry on 02/08/2019 - 20:53
        +5

        Except OP must have given them the payment method they took money out of - there's no other way they'd have that information. Arguably OP did authorize it.

        I'd talk to Uber first, because if they filed a chargeback, they'd still owe Uber that amount of money.

        • Scantu on 02/08/2019 - 20:54
          +2

          Nope - if he selected one payment method for that ride and it charged something else, the charge is unauthorised

          • Typical16-bitEnjoyer on 03/08/2019 - 10:41
            +1

            @Scantu: Wrong. Clause 4.2 https://www.uber.com/en-AU/legal/terms/au/

            • Scantu on 03/08/2019 - 13:12
              +1

              @Typical16-bitEnjoyer: Exactly, the preferred method will be used. OPs preferred method was not used. The contract also does not trump consumer Law which I guarantee would prevent providers taking money from accounts when they aren't authorised to.

              • Typical16-bitEnjoyer on 05/08/2019 - 08:34

                @Scantu: How's your comprehension skills?

                " If your primary Account payment method is determined to be expired, invalid or otherwise not able to be charged, you agree that Uber may, as the Third Party Provider’s limited payment collection agent, use a secondary payment method in your Account, if available."

                OP's primary account payment method was not charged.
                OP provided a secondary payment method.
                OP agreed to this.

                consumer Law

                LOL. Care to cite a particular section of the ACL that correlates with this scenario?

                • Scantu on 05/08/2019 - 10:04
                  +1

                  @Typical16-bitEnjoyer: No need to be rude. OP does not mention that their primary method wasn't working so I assume it is. Therefore if Uber charge a secondary method when the primary works, they aren't following the contract.

                  You can go ahead and find it yourself, I don't need to conduct full research for a comment on ozbargain.

                  • Typical16-bitEnjoyer on 05/08/2019 - 10:12

                    @Scantu: Wasn't rude at all. You make an incorrect claim. I corrected you and pointed you towards the specific term.

                    You can go ahead and find it yourself

                    Lol, the good ol' "research it yourself" retort.

                    You guaranteed the consumer law prevents this. Prove it.

                  • damnable on 05/08/2019 - 17:07
                    +1

                    @Scantu: Actually in a round about way I did say the primary method of payment worked, as the Uber cars (e.g. UberX) I used during the same time period was charged correctly to my primary payment method, so there was nothing wrong with it. So the clause of the T&Cs that was quoted would not apply.

                    • Typical16-bitEnjoyer on 06/08/2019 - 08:00

                      @damnable: Read the terms carefully. You have given them permission to debit your secondary account for basically any reason. Could be uber billing issue, could be your bank declining the transaction.

                      I doubt it would be considered an unfair contract term as
                      1. You provided them those secondary bank details for the purpose of paying for fares; and
                      2. You were charged the same amount in any event.

                      Remove the secondary account if debiting it will be 'problematic'.

  • bloom on 02/08/2019 - 20:53
    -2

    Google "uber contact"
    First result:
    Chat to an Uber Expert 24 hours a day, 7 days a week, by calling 1300 091 272.

    /thread

    • damnable on 02/08/2019 - 20:53
      +1

      That contact is only for drivers, not passengers.

      • bloom on 02/08/2019 - 20:56

        Website doesn't say it's drivers only, would be very misleading if true

        • damnable on 02/08/2019 - 21:03

          It's in the drivers area of the site. I still tried to call anyway, and it's definitely for drivers only.

  • salmon123 on 02/08/2019 - 20:57
    +1

    Who cares if they ban your account? Just open a new one.

    I doubt they'll shut down your account for a chargeback - there's just too much fraud on the uber app, with compromised accounts and stolen cards for them to shutdown accounts. More likely they'll make you enter a new payment method.

    Does anyone know if this is likely or can suggets any other way forwards please?

    You could also try an emulator (or vpn) and run the uber scooter app in the correct region. You might be able to see the rental history an update the payment method.

    • Sage on 02/08/2019 - 22:51

      account is tied to a mobile number. can't just open a new one without a new number afaik.

      • salmon123 on 02/08/2019 - 23:19

        Sure … the OP was troubled enough by the situation to create this thread. Maybe a new number is the lesser of two evils.

  • Quantumcat on 02/08/2019 - 22:24

    Thanks for this post, I took an Uber this evening and I had a look at it out of curiosity and I had been charged 3 times what I was supposed to be as it shows I was picked up several km away from where I really did. Grr.

  • Randxyz123 on 02/08/2019 - 22:32
    +1

    I won't go into details, but the incorrect charging is problematic and needs to be fixed up rather than just rolled with.

    What happens when you contact them? Do you get confirmation or anything? Did you get an email confirmation for the scooters? Maybe get a VPN and set it to NZ and then click the "I had an issue" link.

    Or get one for your phone, go to the app, and go to the help screen and follow the incorrectly charged prompts.

    I can't see them accepting the chargeback as technically you received the goods/services. For some reason, it changed cards. Maybe you can have a default for cars and a default for scooters, maybe your other card bounced who knows.

  • jimbobaus on 03/08/2019 - 10:23
    +1

    Short Answer: YES THEY DO

    Longer but still shorter answer: Housemate is banned from all Uber platforms for doing a chargeback (device ban not just email address)

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