A complaint arrived from an SFist reader this week who found that his Uber account had suddenly been disabled while he was traveling in Hawaii. To make matters worse, he had an Uber Cash balance on the account of over $1,400.
According to local Uber customer Brett Marlin, he complained to the company after finding his account disabled for no apparent reason, and he found that "Those lucky enough to get responses [from Uber] are given a boilerplate message that they have 'violated the Terms of Use.'"
A quick search on Twitter called up multiple similar complaints from Uber customers with cash balances, which led SFist to inquire with Uber about whether a legitimate error had occurred.
A rep for Uber confirms that a "small number" of accounts were disabled due to an operational error in the last day or so, and the company regrets the inconvenience. The problem, according to the rep, has been "100-percent mitigated," and "all impacted accounts have been restored."
As for whether the issue only came up for users with Uber Cash balances, that remains under investigation.
Below, some of the Twitter vitriol from before the issue was resolved, circa Monday:
@Uber_Support why is my account disabled y’all need a phone number for customers to call this is outrageous to have to wait days for an email for information but y’all have my fucking money
— Anniee LG 🤸🏾♀️🍭 🎤 (@_AnnieeLG) January 27, 2020
My account is also disabled. I've filed the paperwork and reached out to them on twitter. I will file an FTC and FCC complaint if mine is not reinstated with all uber cash in tact ASAP!
— Tonya (@ilovethisroad) January 28, 2020
@Uber_Support my account is disabled after hitting Platinum I need the app to get to work. I'm always respectful, I tip, I always have money on my account and ride everyday. I have a 4.96 rating and Platinum but will no longer have a reason for the app if I can't work.
— Donny Black (@Thedonnyblack) January 28, 2020
@Uber_Support if you’re gonna reactivate my account after deactivating it due to your error then make sure my balance is correct and perks are added back to my account. Still waiting for Uber to make my account whole!
— Ijeoma Achonu (@Rebelledurban) January 29, 2020
Hey @Uber_Support, still waiting on any sort of response about my disabled account and the missing $50 of uber cash. Was there an information breach we need to be worried about or is this substandard customer service?
— Jake P. Bowden (@hammerjockey417) January 28, 2020
@Uber_Support my account was disabled and i have no idea why. I also just received a 200$ gift card that i can no longer use. I use uber multiple times a day and pay for ride pass. Sent an email and have not heard back.
— Lisa Hitchins (@lisa_hitchins) January 28, 2020
