Despite being a loyal and frequent user with 1200+ trips taken on a personal account ([protected]) and being a corporate profile holder on Uber, the company decided to deactivate my account (first noticed on 3rd June 2022).
Before this, I'd booked a ride with Uber on 31st May 2022, during which the driver started the trip without my confirmation by just asking for my contact no. in the in-app chat feature. When I protested against this and threatened to raise a complaint if he didn't call me back to explain why he did so, he made excuses to evade. I raised this issue using the 'Help' section of the app and was assured I would get my money back. Meanwhile, the driver completed the trip without even picking me leading to an INR 151.24 charge on my account, which I had to pay later to book another ride. After multiple complaints and intensive follow-up, Uber refunded me on 1st June 2022. However, when I tried booking the next ride on 3rd June, I couldn't because I had logged out, and my account was deactivated.
Since that day, I've been trying to raise a complaint regarding this with Uber via mail. Despite so many days of correspondence (10+ emails exchanged), Uber gave a standard response and could never explain why this action was taken. Moreover, every time I tried to follow up on their previous reply in the same thread, some other executive would be assigned who would then reply with their default responses and not understand the context. During this while, I haven't been able to use Uber at all, leading to the highest inconvenience for me in my work life as my corporate profile linked to my account allowed me seamless work travel.
After all this harassment, I decided to stop pursuing this and focus on getting a solution as I have to use Uber for work. I had to buy a new mobile number and register a new email address to create a new account ([protected]) with Uber. Again, when I tried adding my payment modes to Uber, it didn't allow me to book a ride even with the new account. On raising this issue, the Uber team gave the same standard response that duplicate accounts for the same user are not allowed and that they can't disclose details about the previous deactivation either. Furthermore, they have blocked my device completely, inhibiting me from using the service.
Apart from the apparent lapse in communication, it's unreasonable for such service providers to ask for trust from the customer regarding every detail (payments, addresses, location, personal information, etc.) while not having the basic courtesy even to explain why they terminated my services and caused so much harassment over the past two weeks.
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