Uber Eats - Payment Debacle - Payment Arrears (but Absa confirms it was processed)

Hi there,

I have used Uber Eats for a long time and have made many many orders from it. I have even used Uber for traveling purposes.

I am writing this review because I am annoyed at the feedback from Uber Eats regarding this issue I had. While I have enjoyed the convenience that the Apps have provided, I think that it is rather shocking how they have handled my issue.

The issue is that the Uber Eats app gave a notice that I am in arrears for a payment for an order from Amici. The order took place on the 26th of February 2022. I have made plenty of orders before this. My credit card is always up-to-date as I don't like being in debt.

If I try pressing the payment button on the Uber Eats app for the order they said was in arrears. It just seems to generate a generic error.

I checked my banking details and I could see that I clearly have enough money for the payment. I did see that the payment was in the "uncleared" section of the credit card details.

So I queried with Absa bank. I gave them the details and explained the issue and about the uncleared amount.

They rep**** back saying that the transaction was indeed processed and that Uber Eats themselves was to bank the money. Absa gave me a code to sent to Uber Eats.

So I hopped onto Facebook Messenger to explain to them what has happened and what they need to do. I gave them the piece of message that Absa sent me which contains the code.

I received a response from Uber Eats where they asked me to give them screenshots of the order number and the uncleared amount on my credit card. I couldn't give them a screenshot of the order because for some reason who knows why, the Uber Eats app won't let you view the order that has a payment issue. That is bad UX (user experience) and doesn't help when it comes to queries/investigations like this. The credit card screenshot just showed the line item of the uncleared amount (that Absa has confirmed was processed and Uber Eats is to bank it).

I get a response not too long after sending this to Uber Eats. So they state the following in a message back:

-----------

Thanks for reaching out.

Your account is currently in arrears from a previous order.

We have cleared your arrears as a sign of goodwill. Please note that this is a one-time exception, and should this happen again, you would need to clear your arrears yourself via credit or debit card.

Appreciate your understanding.

-----------

Um... hello?? You are doing me a favour? How so? I was very annoyed because they make this situation my fault... what am I supposed to do? I had way more funds than needed for the purchase. I have never had an arrears issue before. Absa even confirmed that it was processed... but yet I am to blame.

Thanks for?... nothing Uber Eats...

This was the piece of information from Absa that I sent Uber Eats:

-----------

Kindly note that the transaction has already been processed on our side and is awaiting Uber Eats to bank it.

Please contact Uber Eats and provide them with the authorisation code: <code>, for them to bank the transaction.

-----------

And now whenever I try sending a message to Uber Eats via the Facebook Messenger, I get the same nonsense spewed back at me each time (with slightly different wording). Almost as though it is an automated response???

Here are the messages I would receive every time I sent them a message:

-----------

Thanks for getting back in touch.

Your account is currently in arrears from a previous order.

We have cleared your arrears as a sign of goodwill. Please note that this is a one-time exception, and should this happen again, you would need to clear your arrears yourself via credit or debit card.

Appreciate your understanding.

-----------

Thanks for getting back in touch.

Your account is currently in arrears from a previous order.

We have cleared your arrears. Please note that this is a one-time exception, and should this happen again, you would need to clear your arrears yourself via credit or debit card.

Appreciate your understanding.

-----------

Thanks for reaching out. Your account is currently in arrears as you have missed a cash payment from a previous order.

As this is the first time it has happened, we have cleared your arrears. Please note that this is a one time exception, and should this happen again, you would need to clear your arrears yourself via credit or debit card.

In the future, please make sure you pay the correct amount of cash, to ensure your account doesn't have an outstanding balance.

-----------

So once again I am going to stipulate that:

* I had way more than enough funds on my credit card when making the order. * Never have I had this issue before. * Absa bank even confirmed that the payment was processed. * I gave these details to Uber Eats. * Uber Eats comes back saying they have cleared payment out of goodwill -> as though they are doing me a favour for their own blanders. * Every comment on Facebook Messenger from Uber Eats back to me is a regurgitated copy of the same kind of response with slightly different wording.

At the end of this all, I am just left as an annoyed customer who is suppose to now feel grateful that Uber Eats has cleared an "arrears" payment out of goodwill.

This makes me feel *** and look bad, as though I am someone who tries to cheat out of paying... yet I pay for all of my purchases.

If anyone has the same kind of issue and experience as me, I would ask that you write on Hello Peter and explain your situation.

I see that they don't have a business email address, so you can't add it on Hello Peter. So maybe best to send them a link to the review via Facebook Messenger?

I feel as though Uber Eats is just shrugging the matter under a carpet and not resolving or giving answers to what caused the issue and instead want to blame the customer but guise it as a goodwill cover up.

Anyway. I trust that you all keep well and that my review didn't put you in a bad mood. Just though I would share my frustrations with this.

Regards Casey