No, this consumer wasn't taking multiple Uber rides in the middle of the night.

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

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. 

Question

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.

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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.

Answer

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.


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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.

It looks as if someone may have hacked into 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.

Before you go: Make sure to wear your mask on your next real Uber ride, or else you might find yourself banned from the rideshare company permanently like this former user

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