R4,772 in Disputed Charges, No Trips Taken, and Absolutely Pathetic Customer Support

R4,772 in Disputed Charges, No Trips Taken, and Absolutely Pathetic Customer Support

I have genuinely never experienced such dismissive, ***********, and utterly frustrating customer service.

On 18 October 2026, I attempted to book a ride using inDrive. Every time a driver accepted my request, the application would immediately mark the trip as completed and charge my account. No trip actually took place. Not a single kilometre was travelled.

After several attempts, I discovered that my bank account had been hit with multiple charges.

Nine transactions. R4,772 in total. For journeys I never took.

Three of these transactions alone amounted to R3,350 (R1,175, R1,000 and R1,175). I have absolutely no explanation for these amounts.

Every single transaction on my Absa banking records carries the merchant description “DL *Indriver ISO Cape Town 00ZA”.

Naturally, I immediately contacted both Absa’s ***** department and inDrive support that very same evening. The bank opened a ***** investigation.

And this is where inDrive’s customer service became an absolute joke.

After reporting nearly R5,000 in disputed charges, inDrive’s response was to refer to two refunds of R258 and R259. Even assuming both refunds are successfully processed, that still leaves R4,255 unaccounted for.

When I challenged this, their support representative told me that their system only showed those two transactions and that the remaining deductions were “not from our side at all”.

Seriously?

My bank statement clearly identifies inDrive as the merchant on all nine transactions. Yet instead of investigating why thousands of rands in charges appear under their merchant name, their support team simply denies responsibility.

No proper investigation. No explanation for the three large transactions. No reconciliation of the charges against their payment records.

Just a dismissive response telling me to contact my bank.

I HAD ALREADY CONTACTED MY BANK. ON THE NIGHT IT HAPPENED.

I even provided banking evidence to inDrive.

Their response? A generic apology, a request for a bank statement, and then:

“Request resolved.”

Yes, they actually marked my complaint as resolved while thousands of rands remained disputed and unexplained.

I contacted support again, only to receive essentially the same response and have the request marked as resolved AGAIN.

How is this remotely acceptable?

What concerns me even more is the potential security implication. If inDrive genuinely cannot identify transactions appearing under its merchant description, then who processed those payments? How were they authorised? Was there a payment-processing failure, a compromised account, or some other security issue?

I am not claiming to know the answer, but these are serious questions that deserve an actual investigation.

Instead, inDrive’s approach seems to be to deny responsibility, offer a generic apology, and close the support ticket as quickly as possible.

Their customer support has effectively told me that the thousands of rands missing from my account are somebody else’s problem.

That is not customer service. That is a complete failure of accountability.

I am now left relying on my bank’s ***** investigation because inDrive apparently cannot be bothered to investigate transactions bearing its own merchant name.

I want inDrive to:

1. Explain the origin of all nine disputed transactions. 2. Investigate why trips were marked completed without any journey taking place. 3. Account for the three unexplained large charges totalling R3,350. 4. Reconcile the full R4,772 against actual refunds and reversals. 5. Escalate this matter to its payments and security teams instead of repeatedly closing my complaints.

I have screenshots of the transactions, the support conversations, and the complaints being marked as resolved.

My advice to anyone considering using inDrive: be extremely cautious about linking your bank card to this application.

I cannot recommend a service that, in my experience, allows this situation to occur and then responds to a serious financial complaint with such breathtaking indifference.

inDrive, you have my banking evidence. You have been notified repeatedly. Stop closing my complaints and start investigating.

R4,772 is not a minor inconvenience. It is my money, and I expect answers.