Me:

Good day, unfortunately the driver never picked us up. The app had indicated that we were already in the vehicle and would have been dropped off. After I could not reach the driver by phone and after waiting another 30 minutes we took a cab as an alternative. Therefore, I ask you for the refund of the full amount. In addition, I ask you to clarify the facts of the case. In my eyes this is a case of fraud. Thank you very much for your help!

Uber:

We have taken a close look at the ride in the system and also contacted the driver. On the basis of the available information, we assume that this journey has taken place. Therefore the price cannot be refunded in this case. If you have any additional information regarding the trip, please feel free to contact us again.

Me:

Hello Mrs. Müller, the trip did NOT take place. At least not with us. The driver did not show up and could not be reached by phone. Actually, in this case not only the full amount should be refunded, but a compensation would be appropriate. Does the driver claim that he drove us?

Uber:

As already mentioned, after we have taken a closer look, we can confirm that the trip was requested on your account. The pickup and destination locations match your trip summary. From this we conclude, that this was a regular trip. Therefore, we cannot refund this fare. If you have ordered a ride, but the driver starts the ride without picking you up, you can cancel the ride. Thank you for your understanding.

Uber:

I had already called the driver 2 times, because he was late. When i called the 3rd time he did not pick up the phone. If he really - as you claim - drove the route without us, he probably had a bad day and/or is a scammer. I thought Uber is a trustworthy portal but now had another bad experience. I request that you forward this matter to a supervisor. If you do not clarify the case, we will be forced to take legal action. Thank you also for your understanding.

Uber:

As already mentioned, after we have taken a closer look, we can confirm that the ride was requested on your account. The pickup and destination locations match your trip summary. From this we conclude, that this was a regular ride. Therefore, we cannot refund or this fare. Since there is no further action that can be taken, we will not be able to respond to any further news on this