I’m a huge fan of Uber since it’s so much easier and cheaper than taking taxis. With just a few clicks, you can order and pay for your ride. It’s so much better than a taxi because you can track the driver’s proximity, the drivers are friendly, it’s a cashless service including the tip, and the cars are generally cleaner and provide more legroom than most taxis I’ve been in. If you need more reasons, here’s my initial post about Uber, including a link for first-time users to get your first ride (up to $30) free .
But the other day, I had my first negative experience with Uber when I landed at New York’s JFK airport. Admittedly, it was partially my fault. Here’s what happened: The moment I stepped off the plane, I tried to request an Uber car and was informed that my credit card on file had been denied. That’s because I foolishly lost that credit card a few weeks ago and though I immediately canceled it, I forgot to let Uber know. FYI: I have so many credit cards since I’m always trying to maximize my miles and earn free travel that I have a difficult time remembering which card is on file where. (Here’s a list of some of the credit cards I use.)
So I quickly scanned one of my other credit cards but was then alerted that my account has been banned. That’s right, BANNED FROM UBER! I thought it was a mistake since I’m always nice to the drivers and I don’t do anything illegal. I logged in and out of my account but it still said that my account was suspended. Suspended is better than banned, but it’s still bad. The message prompted me to email the Uber team at support@uber.com, which I did (I also tweeted @Uber) but I wasn’t waiting around since I was in a hurry to get downtown. I wanted to make phone calls along the way but the taxi line was long and moving ridiculously slowly (BTW: Wait time for an Uber car was just four minutes). So I decided to do what I usually do and just jump on the Air Train to the E train (here’s directions and cost).
When I arrived above ground in Midtown and my phone began working again, I had a tweet back from @UBER_NYC requesting I email them. I heard back from Yvonne, the Community Operations Manager, the following morning saying:
Hi Johnny,
Apologies for the trouble, but yes it does look like your account was disabled due to a credit card on file being deemed invalid.
Do you mind sending over photos of:
A) Your valid photo ID in the same name as your account
B) The valid credit card on this Uber account in your name with only the last four digits, your name, and expiration date showing? (You can cover the rest with paper or your finger.)
We’ll be happy to clear up your account as soon as we verify this payment method and identity. Let me know if I can help with anything else.
Best regards,
Yvonne
A few minutes after I sent the information she’d requested, she emailed me back saying:
Thanks for verifying your information. Your account is all set to log into. Be sure to add your new payment method as soon as possible so our system does not auto-ban your account again. Let me know if you have any questions.
So now I’m back in business. The lesson learned here is to make sure your credit card is valid before requesting a car, especially outside of your hometown. I live in Los Angeles and I used Uber to get to the airport that morning and had no problem but that’s because I live there and have a large credit with Uber since I keep referring friends/readers. I hope this helps and I hope Uber will read this—and consider changing the way they tell people their credit card needs to be replaced.
————————————————–
Haven’t used Uber yet? Here’s my code (UberJohnnyJet) that will get you $15 off your first ride (I also get a $15 credit).
Want to earn more money by driving for Uber? Here’s how to sign up!
I am glad there is some information here. I am definitely going to remove the uber app I downloaded and will look for another service instead. Absolutely disgusting customer service, so many people left in the lurch, no phone number to get help, and any money in their wallet does not get returned when they are banned… UNBELIEVABLE
I worked with them for over 5 years. I sent them a document meant for Lyft, as I drive for them as well. They(Uber) claimed I sent them a fraudulent document and banned me for life. The person(s) making these drastic decisions is faceless and as mentioned by other is unreachable. You only get to talk to the poor slugs answering the phone and they will only read the message sent to you in the form of an email. I wish I new how to help rider or driver, but they just don’t care!
I have complete 11 trip today and then my app version is old they have declare to update ur app then I will proceed then their are error showing then give me a message u have blacklist about checking ur background records recheck is fail. I don’t know what’s the matter in my background plz tell me clear reason.
I was locked out of my Uber account. No contact numbers to call for assistance, no e-mail…. The worst customer service on the planet!!! This is what happens when a company like this becomes too successful. Same thing applies to Google. Used to be able to call customer service. Now no way in hell of contacting them. They just don’t want to hear from customers who helped them to become successful. Pitiful.
Email support? I don’t have time for this BS. U er is useless if they keep denying all my cards and requesting tons of photos and information. I just paid out the ass for a real can, but at least I got where I was. Garbage service, good drivers.
I hate Uber as they blocked my account for no reason. I asked them for the reason,they are not answering,they just saying system blocked.Uber don’t care about customers questions and if at all any answer, with out any details some prepared answers they will send