TEMPE, Ariz. - Every month, more than 40 million people catch a ride in an Uber. They all have their credit card information stored in the app. Most arrive at their destination with no problem. But occasionally, they don't.
That recently happened to a young man in the Valley and that's where Call 12 For Action stepped in to help.
Jason Rivers' complaint with Uber starts on the streets of Tempe.
"So I was down in that area, late at night, and of course, didn't want to get in any trouble so I called an Uber," Rivers told 12 News.
While Rivers was still standing on the side of the road, he received a message on his phone from Uber saying he was in the car and on his way. Then Rivers received another one, saying he'd arrived at his destination.
At the same time, Rivers, who was still in Tempe, sent two text messages to the driver saying he was not in the car. But he received no response.
"More surprised than anything else," is how Rivers described the response from Uber. "It's never happened to me before."
So Rivers ordered a second Uber and successfully got home, but had two trips billed to his credit card.
Once he got home, Rivers did exactly what Uber advises if you have a complaint. He went to the help section on the app and got in touch with Uber customer service. That led to about a dozen communications with Uber customer service, where the company ultimately concluded Rivers had taken both rides and refused to refund his money.
So Rivers got in touch with Call 12 For Action. And we called Uber to help get his money back.
A spokesperson could not explain why Rivers was charged for a ride he didn't take, but apologized for the inconvenience and refunded his money.
The bottom line, when it comes to any ride-sharing app: Make sure you check your statement and if there's a ride on there, make sure it's a ride that you took.
Rivers told 12 News he hadn't taken a ride in an Uber since that incident, but if he ever does, he'll be sure to check his credit card account to make sure he's charged for just the rides he took.
If you have a consumer complaint, Call 12 For Action is here to help. File a complaint here.
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