The Uber customer, Hisham Salama, was able to get Uber’s attention and he shared his conversation he’d been having with Uber Support through the app on Twitter on Saturday morning. Unfortunately, it wasn’t the response he was hoping to receive.
@Uber@Uber_Support what turned out to be an honest mistake is now turning into the biggest blunder of 2017. I’m no longer laughing at wondering when #uber will get their act together. Can anyone help? Obviously, no 20 min fare is $18,500. pic.twitter.com/zBhtMSBy67
The Uber representative replied with, “It looks like the destination of drop off wasn’t the destination initially entered in the app when the trip was requested,” in response to why the user had been charged more than $18K for what should have easily been a $12-$20 trip.
However, following the sh*t storm that must have ensued, the frustrated Uber customer took to Twitter again to share that Uber had eventually refunded his $18k fare and issued an apology.
Thank you to everyone who tweeted and retweeted about my magical $18,500 @Uber ride. @Uber_Support has refunded the fare and apologized. I am hopeful that I will be able to speak to someone on their leadership team about my issue and timing of resolution next week.