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Home » Uber » Overcharged by Uber? How to dispute unexplained charges & fraud

Overcharged by Uber? How to dispute unexplained charges & fraud

Updated August 22, 2023 By Doug H66 Comments

Surprise charges from Uber are one of the most common issues we see in the comments on our article about how to contact Uber customer service.

Here are the most common complaints:

  • Uber charged me twice!
  • What is this $9.99 charge from Uber I get every month?
  • I didn’t sign up for Uber One or Uber Pass but I’m getting charged for it
  • My card was used for Uber rides I never ordered
  • Uber took money out of my account and never showed up to pick us up!

It’s upsetting when you get a surprise charge, and it can be challenging to contact Uber.

But the good news is that you can report the problem and request a refund by following the steps outlined in this article.

If you take the appropriate steps, there’s a good chance that Uber will refund the charge!

What you need to know

  • You can report unexpected charges in the Uber app or at help.uber.com
  • Go to the help section at the bottom of each ride receipt to contact Uber
  • A $9.99 charge for Uber One, a monthly subscription that you can cancel in Account > Uber One
  • If you suspect fraud, contact your cardholder first to prevent further fraud

How to report surprise charges from Uber—and get your money back

The pages below are the best way to get help directly from Uber to report an unexplained charge, a double charge, or fraudulent charges.

  • I was charged for a ride I didn’t take
  • Cancel Uber One, the $9.99/month charge
  • I have an extra trip charge – Check for temporary charges
  • I was charged more than once for this trip – If you were double charged
  • My account has a charge from someone else – Report fraud

Report unexpected charges in the Uber app

You can also report issues with a charge by going to the ride receipt that is associated with the charge.

In the Uber app, go to Account > Activity > Select the trip > Scroll to Help section and Select Get ride help

After you select an issue, a live chat with customer service will begin. You can wait for a response or add more info.

step by step instructions in the uber app to report surprise charges

You can report overcharges in the help section of each ride receipt

Subscription charges from Uber One, Uber Pass, & Uber Cash

Uber offers several recurring monthly subscriptions that could explain a surprise charge on your account.

Uber One: A $9.99 monthly charge

Uber One—also known as Uber Pass in some areas—is a $9.99 monthly subscription that gives you discounts on Uber rides and Uber Eats orders.

Subscriptions renew automatically. If Uber charges you $9.99, it’s most likely for an Uber One or Uber Pass membership.

To cancel Uber One: In the Uber app, tap Account > Uber One. Scroll to Manage Memberships and select End Membership. Confirm your selection.

You will keep access to your benefits until the end of the current billing cycle.

Uber cash: Uber currency that can auto refill

Uber Cash is an in-app currency that you can use for Uber rides and Uber Eats orders. Cash back from some credit cards is paid as Uber Cash.

You can purchase Uber cash in increments of $25, $50, or $100. There is also an auto-refill feature that can add Uber Cash if your balance drops below $10.

You might get a surprise charge if you accidentally set up auto-refill.

Check your Uber Cash and disable auto-refill: Go to Account > Wallet, then tap on the Uber Cash area at the top of the Wallet page. Tap on Auto-refill to see if you have it enabled.

Duplicate charge? It might be a temporary authorization hold

If you were charged twice after a recent ride, the duplicate charge is likely a temporary authorization hold.

Uber places a hold when you request a ride in the amount of the upfront or estimated fare price. It’s a security measure to prevent fraud.

Uber voids the temporary hold after completing your trip, but the charge might remain ‘pending’ for up to 3–5 business days. The length of time depends on your bank.

If you see a duplicate charge, wait a few days to see if it goes away.

What to do if you were charged twice

If a duplicate charge doesn’t go away after 3–5 days, visit this page: I was charged more than once for a ride.

You will need to log into your Uber account and select the ride with the duplicate charge.

You will get a refund if the duplicate charge is a billing error, but it may take a few days for Uber to investigate and process the refund.

Family or friend took a ride on a shared payment method

It’s common for family members and friends to share a payment method or share access to one Uber account.

If you find a surprise charge, first ask the people with access to your account to see if they took the ride.

Uber fees

Several fees from Uber might show up as a surprise charge to your account.

Cancellation fees: Range from $3–$10. Uber charges a cancellation fee if you cancel more than 2 minutes after you have matched with a driver or if your driver cancels after waiting more than 5 minutes at your location. Have your cancellation fee reviewed here.

Cleaning fees: If you leave a mess or damage a driver’s car, Uber may charge a fee. Cleaning fees typically are charged in the amounts of $20, $40, $80, $150. Have your cleaning fee reviewed here.

More about Uber fees: How to Avoid the Cancellation Fee, Cleaning Fee, and More

What to do about illegitimate charges, fraud, and suspicious account activity

If your charges don’t fall under legitimate reasons, they might be a mistake by Uber, or fraud.

Watch out for these suspicious activities:

  • Receipts for trips that you don’t recognize
  • Account info updating without your input
  • Calls or texts from Uber drivers about a pickup when you didn’t request a trip

If any of the above applies to you, use one of the contact pages at help.uber.com to report the issue.

Suspect fraud? Contact your cardholder first

Contact your cardholder if you suspect your credit or debit card was compromised and used for Uber.

Someone may have stolen your card information, and your first step is to secure your card from further fraud.

Start by notifying your cardholder of the issue. Stopping fraud is a more critical first step than letting Uber know about the fraud.

Most cards offer fraud protection along with 24/7 customer service.

Uber is harder to reach, and you’ll get better results by contacting your cardholder first.

After you contact your cardholder, try to report the issue to Uber using one of the above help pages.

Will you get a refund from Uber? What to expect

If a charge is illegitimate, there’s a good chance that it will be reversed.

If you report your issue and provide precise info, Uber has enough information on their end to see if a charge was incorrect and give you a refund.

You always have the option to request a chargeback if you’re not getting results from Uber.

If you believe a charge was illegitimate and Uber hasn’t refunded you after more than a week of trying, try initiating a chargeback with your cardholder or bank.

Related Uber Topics

  • How to Save on Uber As an Existing User
  • Payment Methods You Can Use for Uber
  • How Much Does Uber Cost? Get an Estimate

Originally Published April 14, 2021
Filed Under: Uber

About Doug H

Gig economy driver, writer, and expert since 2013. I created Ridesharing Driver to help drivers navigate all of the challenges we face in the on-demand world!

Comments

  1. Uzima Namegabe says

    July 29, 2023 at 7:24 am

    Hi Uber
    I am writing this to see if you guys can disable an account that keeps using my card to request rides. I have deleted all uber related Apps but I am still getting charged for rides. Can you guys please locate and delete account that is using my cards both my credit card and debit card. Please, let me know if there is anything you will need from me.

    Reply
    • Doug H says

      July 29, 2023 at 8:56 am

      You need to call the card company to report the fraud and cancel the card.

      Reply
  2. Abhi kibriya says

    July 9, 2023 at 5:44 pm

    Same issue, being charged $9.99 every month that I just saw now and when I chat to this online service it leads me to further asking account details, what the heck!!!!

    Reply
    • Doug H says

      July 9, 2023 at 8:28 pm

      That is most likely the Uber One subscription. In the app, go to Account > Uber One. You should be able to find an unsubscribe button there. If you want a refund for previous unintended purchases, you’ll have to go through the chat feature

      Reply
      • Robin Foraker says

        July 27, 2023 at 4:09 pm

        I do not have an account with Uber One this is a fraud charge I will go to the federal trade commission. I typed my email and no account is under my email address

        Reply
    • Brenda says

      August 5, 2023 at 8:58 am

      Crazy they want you to pay $1.00 to go further.

      Reply
  3. Jeremy says

    June 13, 2023 at 12:51 am

    yes 10.49 per month from my bank account. I don’t use uber and never signed up for any subscription. this has been taken every month for nearly a year

    Reply
  4. Kevin Kee says

    May 2, 2023 at 1:25 am

    I’ve already canceled the uber one subscription and not using it.
    Please help to reverse my charges

    Reply
  5. elizabeth ross says

    March 9, 2023 at 10:24 pm

    My Visa has been charged $9.99 every month for over a year. It is marked UBER*PASS SYDNEY. I dont LIVE IN SYDNEY and have not used Uber since December 2021. How can I prevent further unauthorised charges?

    Reply
    • Doug H says

      March 10, 2023 at 8:23 am

      Log into your Uber account, go to Payment, and cancel the Uber pass.

      Reply
  6. chris ginsburg says

    September 15, 2022 at 10:54 pm

    I just noticed $24.99 a month deducted from my bank account via Paypal since August 2019!!! It says Automatic Payments to UBER. In the app it shows UBER PASS / set up monthly / $24.99. I NEVER DID THIS — I use Uber maybe once a year –if ever. I’m furious with these guys — $448 total STOLEN from me. Now I want the drivers to unionized FULL employment benefits, etc…. Uber now sucks big time in my book. I will NEVER use them again.

    Reply
    • Jay says

      April 19, 2023 at 11:05 am

      This has also happened to me uber has been charging me 5.99 for a service I never agreed to I’m furious as I use uber alot I will be be using another service unless I’m refunded.

      Reply
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