Formal Complaint: Unauthorised Monthly Uber One Charges

I am submitting this complaint regarding repeated unauthorised deductions from my Standard Bank credit card by Uber One.

I have never knowingly subscribed to, used or authorised an Uber One account linked to my credit card. Nevertheless, Uber has been charging my card on a recurring monthly basis for more than two years. The deductions have generally been approximately ZAR 50 per month. A recent Uber One email confirms a successful charge of ZAR 50.00 to my Mastercard

I have repeatedly contacted both Uber and Standard Bank to object to these deductions and request that they stop. I clearly informed Uber that I did not subscribe to or use this Uber One account, that I did not authorise Uber to debit my credit card, and that I have never used the relevant account.

I currently reside in Australia and am no longer resident in South Africa. I have been unable to access the relevant Uber user portal to cancel the alleged subscription. I have therefore asked Uber directly, by email, to cancel the service, stop all further deductions and refund the amounts that have already been taken from my account.

Despite my repeated complaints, Uber continued attempting to charge the card. Uber's own emails show repeated payment confirmations as well as unsuccessful-payment notices stating that it would continue retrying the payment method until the card was updated.

I previously wrote to Uber stating that I had never subscribed to the service and that my banking details were being used without my permission. I also contacted Standard Bank regarding the unauthorised deductions. However, neither organisation has provided a satisfactory resolution.

This situation is extremely concerning because the charges have continued for more than two years, even though I have never used the account or received any benefit from the alleged membership. I have expressly disputed the charges and withdrawn any alleged authority for further deductions, yet the payment attempts have continued.

I respectfully request that this this complaint to Uber South Africa and Standard Bank and ask them to investigate the matter urgently. I require Uber to cancel any Uber One membership or account linked to my card, stop all present and future deductions and payment attempts, provide a complete transaction history of every Uber One charge made to my card, and explain the basis on which it claims that I authorised the subscription.

I also request a full refund of all unauthorised monthly charges deducted over the past two years. Uber must provide written confirmation that my card details have been removed from the relevant account and payment system and explain why my previous complaints were not acted upon.

I further request that Standard Bank explain what action it has taken to prevent future unauthorised recurring transactions from Uber and why the disputed charges have not been resolved. I am willing to provide copies of the Uber payment-confirmation emails, my correspondence with Uber and Standard Bank, and relevant credit-card statements.

I request a written response and a clear timeframe for resolving this matter. If the issue is not resolved promptly, I reserve my right to escalate it to the appropriate financial-services, consumer-protection and regulatory authorities.

Yours faithfully,

Ishara Singh Email: *** Current country of residence: Australia