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12th Nov 2019

Fault in accounting system caused Irish Uber customers to be charged for journeys they didn’t take

Rudi Kinsella

Uber ireland

A number of Irish customers claimed they had been charged €70 for journeys that they did not take.

A number of Uber customers in Ireland recently reported that they were charged after an Uber driver apparently accepted a job but did not show up.

The National Transport Authority (NTA) has contacted Uber and said that it appears there was a fault in the transport service’s accounting system.

The NTA also said that affected customers have been refunded by Uber and that there is no suggestion the drivers have been overcharging customers.

A spokesman for the NTA issued a statement to JOE, which read: “NTA contacted Uber after we received a number of complaints from members of the public which outlined a similar issue.

“It appears that there was a fault with the Uber accounting system and, when contacted, it was confirmed by the company’s senior management the problem had been identified and addressed. It was also confirmed that affected customers had been refunded. No additional cases have been brought to our attention in the last week or so.

“There is no suggestion that customers were being overcharged by drivers. NTA has been monitoring the situation and we have referred complainants to Uber. It is our understanding that that the company has responded to these complaints.

“NTA is scheduled to meet with Uber management soon to review their approach to dealing with this matter with particular reference to their obligation as a Taxi Dispatch Operator to have “a consumer complaints procedure to effectively address any complaints received.”

An Uber spokeswoman has since said to JOE: “We are working hard to resolve this issue and are also in touch with the National Transport Authority. Anybody who has been impacted will be reimbursed in full.”

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