Refund Not Received After Cancelled Uber Eats Order – Extremely Frustrating Experience

Refund Not Received After Cancelled Uber Eats Order – Extremely Frustrating Experience

On 26 November 2025, I placed an order with TOPS Westwood via the Uber Eats app. Shortly after checkout, I noticed that the amount debited from my account did not reflect the discounted amount displayed. I immediately cancelled the order through the app.

I contacted an Uber Eats online agent who successfully assisted with the cancellation. I was informed that they could not manually log a refund, but that a refund would be automatically processed and the funds returned to my Capitec account.

After waiting with no refund, I contacted Capitec Bank on Friday, 28 November 2025, where I was advised that the funds were still on hold and that Capitec required a letter of authorisation from Uber to release the funds.

I contacted Uber numerous times thereafter, with no success. When I eventually managed to speak to an Uber agent, I was told that Uber could not issue the required authorisation letter because the funds were allegedly still with Capitec Bank.

I followed up again with Capitec on 18 December 2025, where I was informed that the funds were still reflecting on their system and that a dispute would be logged with Uber to release the funds. I was advised that the dispute would be resolved within 5 days.

I called Capitec again on 29 December 2025 and once more on 2 January 2026, only to be told that the issue was still unresolved. To date, I have not received my refund.

I am extremely disappointed in the lack of accountability, poor communication, and ongoing back-and-forth between Uber Eats and Capitec Bank, with neither party taking ownership of resolving this matter. What should have been a simple refund has turned into a prolonged and exhausting process.

I hope this review prompts urgent action, as this experience has significantly eroded my trust in both Uber Eats and Capitec Bank.