How hard is it to correct an error with Uber and other rideshare platforms?

Here’s the answer to this week’s reader question about fixing errors on Uber and other rideshare accounts.

How hard is it to get Uber, for instance, to correct an error?

 –Troy

How to fix the small stuff on your Uber account and other rideshares

With rideshare companies, in general, it may be difficult to access your information, depending on the type of details you want corrected. Let’s zoom in on Uber, since you asked. I use Uber from time to time and I’ve explored their app to see how difficult it is to change my name, for instance. It takes around six clicks through the app to change and save my information, but more importantly, I had to know where to click.

Unfortunately, there is no standard when it comes to changing mistakes like this on rideshare apps. It’s up to the organization to determine how much friction they want to put into their product before changes can be made. For example, they may require additional verification steps for users to complete before allowing a change. It all depends on the company offering the service.

What if I can’t correct my info easily in the app?

If you can’t access or change your information through the company’s app or platform, the next best step is to reach out to its privacy officer. That’s the person responsible for ensuring the company is compliant with the laws and regulations regarding personal information.

All rideshare companies, including Uber, will have a privacy officer, as required by the Personal Information Protection and Electronic Documents Act. If you inquire about information or request a change, they should respond and outline the steps needed to make a change to your personal data.

Finding contact information for a privacy officer is usually straightforward. Many companies use an email address such as “privacy@(website domain)” for their privacy officer’s inbox. You can search online or use AI prompts to find it, too. The best way to find this contact information is to go through the terms and conditions of the company’s app. The privacy officer’s contact information will be located in that document.

How do I correct incorrect billing charges with a rideshare app?

Resolving thornier issues, such as incorrect bills or overcharges, can be a bit more complicated than a name or address change.

It’s about confronting the issue with a ladder approach: start on the bottom and continue to progress up through the different rungs of escalation. Many of these rideshare apps have built-in customer service channels you can use, such as leaving a poor review with some reasoning behind it so a help request ticket can be created.

Processes do exist, and I’ve used them myself to resolve my own issues. The problem is you’re not likely connected to a human in the chat. A bot collects all the information related to your problem and then escalates the matter to a person when appropriate, or it just has a person review it. Try to contact a person if you can.

If your case doesn’t go anywhere, step two is to contact your financial institution to let them know about the incorrect charge. If the charge qualifies as fraudulent or unauthorized, a chargeback process may begin. That temporarily refunds your account and triggers an investigation to determine if the claim is legitimate. This procedure was built to protect consumers from fraud, counterfeits or companies that charged your card and should not have. You will be asked to provide documentation and proof of a mistake, such as screenshots from your account in the app.

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From our sponsor

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You have leverage as a consumer

Many companies are quick to give you a refund. It’s rare when they don’t. Chances are, if you are using an app like Uber or others, you’ve probably been a long-time rider. They’re incentivized to keep you satisfied.

In the grand scheme of things, it makes sense to simply refund or credit the customer in a billing dispute, rather than going through all the hoops of responding to messages and dealing with financial institutions. This keeps the person (you!) happy, so you will probably stay a paying customer. If not, you should delete the account and app from your phone, and pay attention to future charges.

That kind of approach makes good business sense.

Read more from this issue of The Get:

1. Is finance hard or is it ADHD?
2. What is free time? How much third places cost Canadians?
3. Prof Matthew Bidwell on how to keep and quit your job
4. How Albertans feel about the referendum and their personal finances