Extremely disappointing service from Uber – driver still has my vehicle keys

I booked an Uber Connect to deliver my vehicle keys to someone. The driver arrived at the destination, but the person who was supposed to receive the keys did not receive them. The driver then left with my vehicle keys.

It has now been over 11 hours, and I am still waiting for the driver to contact me and arrange the return of my keys.

I have contacted Uber repeatedly throughout the day. Uber Support told me that they had spoken to the driver and that he would contact me. Uber also asked for permission to share my contact number with him, which I immediately gave.

Uber later confirmed in writing:

“We also shared your phone number with them, so they can coordinate with you directly.”

Despite this, the driver has still not contacted me.

I have tried repeatedly to get hold of the driver, but I have been unable to reach him. I was also told that when I tried calling, his number was unavailable on the MTN network.

This isn’t simply a lost parcel. These are my vehicle keys. I have been unable to access my vehicle, and my children were waiting to be picked up. This has caused me significant inconvenience, frustration and stress.

What is most disappointing is that Uber knows exactly what has happened, knows that the driver has my keys, has contacted him and has provided him with my contact number — yet I am still left chasing for a solution.

I expected Uber to treat this as an urgent matter, particularly because the item is a vehicle key and not an ordinary lost item.

Driver: António Paulo Costa Vehicle: Blue Benling motorcycle Registration: BY42WZZN Trip: 11 Septer 2026 9:17am

I am extremely disappointed with both the lack of urgency and the lack of communication. I simply need my vehicle keys returned.