Article By: Samantha Cooper
Uber has made the news in recent weeks due to the CEO’s position on the Trump board, which he later stepped down from and for the breaking the taxi strike during a protest regarding Trump’s immigration ban. Admittedly, I didn’t delete Uber then; I didn’t think that switching over to Lyft would change anything, and would hurt the drivers more than the company. What Uber has not made the news for is their terrible customer service. And for me, that was the final straw.
I woke up on February 7th to two texts from Uber; the first was that my account’s e-mail and password were changed, the other was the generic text that my Uber driver would be there to pick me up and was written in Chinese. I immediately canceled my credit card then tried to go to the password link provided only to find that it had expired. Either the hackers also managed to hack into that link or Uber password change links actually expire.
While I was able to get the charges off my bank account easily enough, trying to contact Uber was a nightmare. Firstly, they have no customer service phone number. None. There is no live chat either, kind of. I did find a live chat for customer service but when I used it, I was told they couldn’t be of help because I was outside the help’s country; apparently, somehow the chat I used was only for Ethiopia.
The only way to really contact Uber is through e-mail. E-mail. And after I sent an e-mail to them using a contact box not unlike the one on this website, I got a response stating that they could not help me because my email and phone number were not attached to an account. Normally, I would pursue it to the fullest degree, but at that point I was exhausted and pissed. So my final effort was to post on their Facebook page about my issue.
I was asked to contact them through Messenger where I received the same link to the contact box. I also found out that I was not the only one with this issue. A woman commented on my posted noting the same thing had happened to her (mother) and the hackers had spent about $80 on rides and Uber had been giving her the same run around.
I was lucky in that the hackers only spent around 12 dollars on my rides, which honestly annoyed me almost as much as the hacking itself; if you’re going to take the effort to hack into someone’s account at least make it worth your time! I honestly hope that they desperately needed those rides. But because of the run around I was given, the frustration it caused and the fact that this kind of treatment is not uncommon I am switching to Lyft. And I am recommending you do so as well, if you haven’t already,