I did not take these Uber rides! How do I get a refund?

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By Christopher Elliott

What if you were charged giant fees for Uber rides you never took? That’s what TJ Cain says happened to her recently. Now she hopes the Elliott Advocacy team can convince Uber that she didn’t take these expensive, 1 a.m. Uber rides — and she wants a full refund. 


Uber charged me for two rides from Katy, Texas, to Houston that I didn’t take. The charges were both for $87 with a $60 tip, for a total of $294. I immediately contacted both Uber and my credit card company.

Uber only credited one charge of $87 and claimed I made that reservation from my phone. So I’m responsible for $207. Uber says a fraud specialist reviewed my case.

I haven’t been to Katy. I’m certainly not going on any joyrides to Houston at 1:29 a.m. and 3:16 a.m., which is when Uber shows these rides were taken.

My Bank of America credit card company said Uber claims I made the trips. I disputed the charges, but Bank of America sided with Uber.

Please help. I feel I did everything correctly by canceling my credit card and contacting both companies the day it happened. This is theft. — TJ Cain, Mount Pleasant, Tex.


Uber shouldn’t charge you for rides you never ordered or used. And by the way, your bank should have sided with you in this dispute — but you already knew that.

Uber doesn’t seem to be that great with geography. You live in Mount Pleasant, which is just outside of Dallas and more than a four-hour drive from Katy.

Generali Global Assistance has been a leading provider of travel insurance and other assistance services for more than 25 years. We offer a full suite of innovative, vertically integrated travel insurance and emergency services. Generali Global Assistance is part of The Europ Assistance (EA) Group, who pioneered the travel assistance industry in 1963 and continues to be the leader in providing real-time assistance anywhere in the world, delivering on our motto – You Live, We Care.
These two fake Uber rides are nowhere near this consumer's home.
These middle-of-the-night fake Uber rides were logged far from Cain’s home.

As you say, you were nowhere near Katy and didn’t have a pattern of hailing early-morning rides, so this should be an open-and-shut case for both Uber and Bank of America. Someone accessed your Uber account and ordered these rides fraudulently.

I think the real tip-off that this was bogus was the two $60 tips. I mean, I’ve heard of generous tipping, but these tips are over the top. Come on! A 1:29 a.m. pickup with an oversize gratuity? That looks wrong. Someone at Uber should have immediately flagged this transaction and frozen the account.

Here’s your refund for these fake Uber rides

You followed all the correct procedures to fix your problem. You canceled your Bank of America card and contacted Uber immediately. I see you also established a paper trail via the Uber chat app. That’s excellent because you can prove that you tried to fix this immediately. Guilty people don’t typically take those kinds of steps after committing a crime.

We publish the names, numbers, and email addresses of the Uber executive contacts in our database. You might have reached out to one of them to appeal this rejection. I also publish a complete guide on using Lyft, Uber and other ridesharing services.

It looks as if someone may have hacked your Uber account. There’s no way to know how someone got your password, but your case is a reminder to change your passwords often and never share them with anyone.

I contacted Uber on your behalf, and it refunded your charges.

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Christopher Elliott

Christopher Elliott is the founder of Elliott Advocacy, a 501(c)(3) nonprofit organization that empowers consumers to solve their problems and helps those who can't. He's the author of numerous books on consumer advocacy and writes three nationally syndicated columns. He also publishes the Elliott Report, a news site for consumers, and Elliott Confidential, a critically acclaimed newsletter about customer service. If you have a consumer problem you can't solve, contact him directly through his advocacy website. You can also follow him on X, Facebook, and LinkedIn, or sign up for his daily newsletter.

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