Uber India — showing outstanding in account even after payment

Address:

Gurgaon, Haryana

I used uber taxi service in mumbai on august 14, 2018. I had booked the cab from uber app on my android phone. I traveled from andheri east to nariman point and the fare was rs. 605.35.

I had chosen the payment medium as credit card in my phone app. Since i had some transactions issue with my credit card, i had to pay cash to the driver while settling the payment. The driver accepted the payment. The name of the driver is chandrashekhar and he has a very high consumer rating.

I did not realise that this will become an issue for complaint, as i did not receive any form of communication from uber and i also did not get an opportunity to use uber since i live in pondicherry, a town with no uber services.

However, when the company launched their food delivery services "uber eats" in my town pondicherry, i downloaded the android app onto my phone.
I realised that something was wrong, when i decided to order using the app. I was unable to order as there was a message mentioning rs. 605 outstanding on my account. I was not able to relate this to the uber taxi services and thought there was a glitch in uber eats app. Hence i started using an alternative food delivery app.

However, i once again tried using the uber app after re-installation. Still seeing the same message, i contacted uber eats helpline. It was then that they told me that the amount may be related to uber taxi services.

It is when i called uber cabs helpline on nov 14, 2018 and they said that payment on my last trip was due. I told them that it is not possible to use their services without making a payment. Then i recollected that i had paid in cash for my last trip

It was then i was told that if one chooses a mode of payment and pay using another mode without changing the mode in the app, the payment will not be taken into account. There was no communication to this effect from uber and i came to know of this only when i contacted the helpline and started my mail correspondence with uber from nov 14, 2018.

The mails from support mentioned that i have made a payment to uber without changing the payment mode in my app.in fact they mentioned that this is essential to ensure that we don't pay for the same trip twice. This clearly implies that they have received the payment and refuse to put it into my account.

I did not respond till nov 23. I then sent a mail asking them how they can show the amount as outstanding where their mails acknowledge the fact that double payments are possible. I asked them to confirm that they had not received the payment for my trip from the cash payment i made to the driver.
I also mentioned that the customer may not know the nuances of their system. If the payment mode system had to be strictly implemented they should have educated the driver accordingly.

However, uber responded to my last mail saying that they cannot respond as the complaint has been closed.

I am attaching the screenshots related to my trip, along with the mail correspondence with uber support.

I would request a redressal of this issue with the following
1. Appropriate change in my uber account
2. Damages for causing hardship to the customer

Please accept the complaint and resolve

Thanking you

Sincerely yours,

V. Kannan
Ground floor, vii illam
23, kabilar nagar
Ecr main road
Lawspet
Pondicherry - 605 008