Uber has no allowance for one to call customer service, and the in-app responses appear to be bots or cut/paste from a list of ready answers that may or may not respond to the concern raised. This is very concerning from a consumer protection perspective. One may even be in a dangerous situation, or learn that someone at Uber compromised their personal data and credit…..but Uber still will not call the consumer or respond to emails with substantive attention. Even the “emergency number” (one finds after diligent research) provides only a recorded message and no live person to answer in most of the country!
This means that if Uber charges too much or there is another issue, the consumer is often left with no remedy if the online system provides the old “we think we are right” wrote answer through the app. Indeed, Uber may simply ignore multiple messages and send a cut/paste/bot answer: “we are still researching” — which can go on for eternity. With no number to call or supervisor to contact……the consumer is literally left with no remedy. Furthermore, if one’s online account is inaccurate and failing to show the actual amounts charged, there is again no remedy.
It reminds one of being bullied, and leaves one feeling helpless.
It seems there should be a consumer protection law that requires that all companies must have a customer help line! Perhaps the FTC act should be read to classify lack of customer support as a “deceptive trade practice”?
As a consumer law professor, and a victim of Uber’s “no-call zone” and lack of customer assistance, I am deeply troubled.