Unjustified Fare Increases and Surcharges

I am writing to formally raise a concern regarding the recent fare increases and surcharges app**** to my trips, which I find to be excessive and unjustified. Previously, if a ride was overcharged, users had the option to request a refund. However, it appears that there is now a limit on how many such claims can be made. Additionally, as a subscriber to the annual plan that offers a 5% discount on all rides, I expect fair and transparent pricing. Unfortunately, recent experiences suggest otherwise. Today, I booked a ride estimated at R95 but was charged R114. The trip was expected to end at 17:45 but concluded at 17:47—only a two-minute difference—yet the price increased significantly. When I submitted a complaint through the app, I was informed that I was not eligible for a refund, even after expressing my dissatisfaction. This is not an issue with the driver, as he navigated efficiently and helped me avoid traffic. However, a 20% surcharge for a mere two-minute delay is unreasonable. Pricing should be based on distance and time efficiency, not an arbitrary increase due to minor delays. Furthermore, it is concerning that drivers do not receive this additional surcharge, as Uber retains the full amount. Similarly, on 10 February 2025, I was overcharged by R142, with a R52 surcharge app****. The minimal credits issued as compensation are insufficient, as I subscribed for discounts, not excessive surcharges. I request a refund of R19 for today’s overcharge, as well as the R142 from February 10. I appreciate your prompt attention to this matter and look forward to your resolution.