Charged for Trip I Never Took Uber Ignoring Refund

On 11 September 2025, I requested an Uber. When I arrived at the car (before even getting inside), the driver asked me to give him cash and cancel the trip. I told him I did not have cash. He then insisted I could transfer money to him and we could cancel the trip and still go.

I refused explaining that if I cancelled and travelled off the Uber app, it would be unsafe and Uber would have no record. I also told him I could not transfer money. The driver then became aggressive. Luckily, I was still outside the car, so I walked away from the situation.

He then cancelled the trip himself. But Uber still 1. Deducted money from my account for the trip that never happened. 2. Charged me a cancellation fee — even though the driver was the one who cancelled.

I immediately requested another ride and emailed Uber several times (over 5 times now) asking for my money back. Instead of answering whether I will get the money, they only talk about refunding the R10 cancellation fee. They completely ignore the fact that they took more money from my account for a trip I never took.

This is not the first time Uber has done something like this to me, and I am done with it. I want my full refund for the amount taken from my account for this trip.