Worst customer support experience

On Friday evening I booked a trip with Uber. My driver got lost finding us because his app apparently wasn’t working because he didn’t have signal.

When entering the car he explained he couldn’t leave because he didn’t have signal and if he dropped us at our location he would not get paid.

We asked if it was because he ran out of data maybe, but he refused to check and told us he had enough and then continued to tell us we needed to hotspot him in order to leave. I put my hotspot on and helped him to join, but he didn’t. Then all of a sudden we were able to start the trip, but I could see his app was still showing the offline status. He made us wait 15 minutes in his car and he drove around “lost” looking for the house for 5 minutes. In total he gained 20 extra minutes on the trip.

We arrived at our destination and he didn’t immediately turn off my trip. I then received the bill of R231 which is R131 over what was confirmed when he arrived. He got an extra R70 for “time” - which is the time he wasted with the “no signal” story.

We then book an Uber home on my partners phone from the same location to the exact same location as my trip and he is only charged R67!

I contacted Uber twice to try and sort this out with no luck they keep telling me the location I entered is not the same as where we were dropped off and I told them that what I entered was where we were dropped off so that is either a fault on there side or the driver changed it as we did not direct our uber driver, he followed the app. Uber is ignoring the fact that I told them that the Uber driver wasted our time to get more money, didn’t end the trip when we got to our destination and that my partner paid R67 for the exact same trip.

Haven’t had the best experiences with uber, but it used to be the best out of all “taxi” apps. Not impressed at all by the lack of customer service support.