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@Uber_support Let me talk about how terrible @Uber_Support is. I’m an Uber One member and spend 10s of 1000s of dollars through the app. It looks like @lyft and @DoorDash will be getting a new customer. So let’s begin with how this mess started. I was late for work one day dropping my son off at daycare. I ordered an uber and was connected with a driver. Unfortunately this driver appears to not have been actually a legitimate account. Upon being connected to the driver in a moment of poor judgement, the driver asked me to call his phone number. There was no response and asked me to send him the code I received. I was flustered and sent it thinking it was a security pin for a ride (which I had experienced before while travelling in Latin America). Almost immediately I realized my error, and changed my password while kicking out unauthorized devices out of my account. I called Uber’s safety line and told them. They sent me a response and reset my password. Over the following weeks I would periodically receive 2 factor authentication emails, which I thought was someone trying to get into my account but since I only have my phone, I didn’t think it was a problem. And with a young family and demanding job, I never paid attention to it. A few weeks later, I noticed 5 cancelation charges for $112 on my account with someone changing my phone number on the app and adding a trusted payee. I immediately called Uber’s emergency line and they said they would investigate. I successfully disputed 4/5 charges within the app and but the 5th exceeds the maximum. I also created a case on the website. Because I didn’t fully trust Uber’s customer service I also removed my credit card information and replaced it with Apple Pay. (Thanks to @AppleSupport for actually valuing security). I also tweeted at @Uber about the problem and they said their team would get back to me. They didn’t for several weeks. In the process, someone entered my account again (I don’t know how) and changed the phone number. I was able to reverse this as well. But there were no charges because my payment was now Apple Pay. In the following weeks, @Uber reset my password and removed 2 factor authentication several times. Eventually, they reviewed my case officially and reset my password yet again. No word on the charges or why this was happening. That brings me to today. Today, my password was reset again by Uber. This time they locked my account. They said the decision is final and they take fraud seriously. I don’t know why they didn’t deal with the situation immediately and still don’t know how the party was able to access my account after I changed my password. I don’t know how a customer service function can be this incompetent despite S flagging the issue several times! @Uber_Support showed me that they do not value their customers and worse, when a fraud issue is flagged, it takes weeks to react.
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