After multiple complaints and ~30 hours, I received 90% of the refund. It took another 18 hours and more bitching to get the remaining money back.
NOW, I notice that I can’t #DELETEUBER. I can’t remove the credit card and I can’t delete my account with them. If I am not mistaken, that is a financial industry regulated requirement, that users must be in control of removing credit card details if they so choose.
Speaking as a software engineer, with 33 years of experience, Uber’s inability to detect the fraud here is unforgivable, AND says volumes about their Security mindset. I bet that all credit card details at Uber are wide open for exploits by criminals. Maybe already happened, who knows. Uber probably would not even notice that they leak credit card details. Disgrace!
On March 25, my wife was going to a function at a hotel approximately 8 km from where we are staying. She booked an Uber to get there, and was informed that the trip would take around 18 minutes and the cost would be around RM 24 due to surcharge 1.5x (the return trip was charged RM 18 with no surcharge).
Immediately a driver took the trip but before he showed up the trip was started. Within a few minutes the trip was finalized at a location more than 50 km away:
Link to Google Maps here.
I know Uber is very much into technology, driverless cars, helicopters etc., but I still wonder how Uber’s software can be so poorly designed that they think a RM 210 trip can be finished in 3 minutes and allow that to happen.
No matter how and what, charging my credit card RM 210 for a trip that never happened is either theft or credit card fraud (or both – I am not a lawyer!) and Uber – for the sake of customer trust – need to issue a public explanation on:
- How this could happen
- What steps they have taken to ensure this can and won’t ever happen again
And it is worth noticing that this is not a single fluke. Other’s have had the same experiences (more posts to follow).