Vol. 5 No. 290 - August 29, 2017 - Click here to access our library.
During FleetCor’s most recent earnings call, the company announced the extension of a partnership with Uber. As part of our ongoing investigation into FleetCor’s business practices, we have reviewed complaints regarding the partnership that were posted online, and have also interviewed Uber drivers about their experiences with the Uber Fuel Card program.
Our investigation suggests that some Uber drivers have faced issues with disputing unauthorized transactions and have experienced problems related to the Global FleetNet (GFN) system conversion, such as delayed billing, duplicate transaction billing, and system outages. Because Uber determines cardholder eligibility, distributes the MasterCard fuel cards, automatically deducts fuel card charges from drivers’ earnings, and acts as the middleman between drivers and FleetCor, Uber drivers generally are not aware that FleetCor is the card provider. This makes it more difficult for Uber drivers to contact FleetCor to resolve billing issues than for typical FleetCor customers.
It is worth noting that while the back of the Uber Fuel Card may have initially identified FleetCor and provided a direct customer service number, it appears that in mid-2016 FleetCor ceased responding to consumer questions and concerns. As an anonymous message board poster stated on June 23, 2016: “When I called the phone number on the back of the card to find out if the card was compromised (card still suspended and non-response from Uber Support), the customer service representative said they could no longer answer questions about the card or my account. They informed me I have to contact Uber about my fuel card account. I got the same hands-off response from two different customer service reps. Though I emailed Uber a second time, Uber has been non-responsive to both of my emails.”
As an example of some of the issues associated with the program, a driver who earlier this year noticed fraudulent charges on their fuel card account described how the obfuscation of FleetCor’s role served as an impediment to reporting a financial crime. The driver stated: “I have filed a claim with my local police department and they said since the fraud happened in another state they couldn't do anything so I should file a complaint with the DOJ. In order to do that you have to have a phone number of the company you are filing a complaint against so I asked Uber to give me the credit card company's contact info. They said that they didn't have it and that they only dealt with them through email.”
The FTC has classified Uber drivers as “entrepreneurial consumers.” Notably, the FTC’s classification of Uber drivers as consumers came in the context of a January enforcement action settlement, which was followed by a second settlement earlier this month. Uber drivers’ status as “entrepreneurial consumers,” coupled with the agency’s two recent regulatory actions against Uber, increases regulatory risk for FleetCor because the bar is now likely lower for a federal or state regulator to intervene to protect consumers versus business.
Neither FleetCor nor Uber responded to requests for comment for this article.
Background on the Uber Fuel Card program. The Uber fuel card is a restricted use payment product that allows eligible Uber drivers to purchase up to $200 in fuel, car washes, fleet supplies and services, and miscellaneous items at gas stations, at a small discount. The charges are then deducted directly from the drivers’ subsequent earnings payout. In most circumstances, assigned personal identification numbers (PINs) and vehicle mileage are driver card prompts that the driver must enter in order to process the transaction. However, as we discuss below, the driver prompts are neither failsafe nor always compulsory and may be used as rationale to deny driver disputes of unauthorized transactions.
The drivers who we spoke with explained that Uber establishes the eligibility requirements for participation in the Fuel Card program. Qualification for the program is based on drivers meeting a certain minimum threshold number of trips. According to Uber’s website, the minimum threshold to keep the card active is 100 trips per month. Driver fuel charges are then automatically deducted from their weekly earnings. In contrast to the examples of traditional FleetCor billing statements that we have provided in previous articles, transaction records associated with the Fuel Card program are available to drivers via their Uber App and their online Uber accounts.
A Close Look at Issues Impacting Uber Drivers in Fuel Card Program
Unauthorized charges. We interviewed multiple Uber drivers who claimed that they were held liable for unauthorized charges. Most Uber drivers spoke to us anonymously due to concerns over deactivation of the Uber App, which would prevent them from participating in the ride-hailing program. Notable examples from our interviews include:
• We spoke with a Los Angeles Driver who in March was held liable for a fraudulent charge for $149 made in November 2016 at a Riverside, CA Exxon Mobil gas station. “It was at a different gas station than any I’ve ever visited and for one transaction that is for way more than I could ever fill up my Toyota Corolla with. I’ve had no resolution of this despite many attempts to talk to people at Uber. That money came out of my earnings. It will take me 25 trips—a full day’s work—to earn it back. This is fraud. I didn’t make that charge or buy that gas. I’ve gone to local Uber office, which is in Hawthorne. The lady who works there said she sees this all the time.”
• A Las Vegas driver’s attempt to use his fuel card was declined in June 2017. Knowing that he had only charged $50 that week and had $150 left on his charge limit, he called Uber to troubleshoot. An Uber representative told the driver that there may be a hold on the card from the previous transaction, which should clear in a few days. Two days later, the driver had roughly $150 in fuel charges deducted from his earnings due to a single fraudulent transaction at an Exxon Mobil gas station in southwest Vegas. “I never use Exxon stations. I called Uber right away and emailed them too. Then I went to that gas station and spoke to the manager who could not find the transaction on her credit card batch-out tape. It appears to be an electronic transaction and that the station did not receive the funds. I filed a police report and told Uber all this. It didn’t matter. Uber just said, ‘Go to the station to get them to refund your money’ and ‘We’ll let the credit card company know.’ They just kept saying that my PIN was used so the charge was legit.” The driver told us that it takes eight to 10 hours of driving for Uber to make $150.
• Preston Caldwell, a Las Vegas driver, had $158 withdrawn from his earnings for a transaction that posted to his account on May 4 from a North Las Vegas truck repair shop, Silver State Truck and Trailer, a location he had never visited. Before knowing the specifics of the charge, Caldwell contacted Uber through the App to find out why his card was declined and promptly received a call back. He was informed that a temporary hold was likely placed on his card during the previous transaction, which would clear in a few days—the same explanation given to other drivers with whom we have spoken. After a few days, Caldwell had $200 withdrawn from his earnings, $158 of which was due to the unauthorized transaction. “I immediately contacted Uber and filed a dispute. I was told I’d be issued a provisional credit in two weeks, which never happened. I kept following up but I never got the credit. Finally, I was told the charge was denied because the PIN was used during the transaction which is really interesting because I never, ever had to use my PIN. When I got the card, they sent me a PIN, but I just swiped my card and it worked every time without asking me for a PIN or anything.” Caldwell told us that it would take nine hours of driving for Uber to earn $158.
Card security issues. According to the drivers we interviewed, cards come with pre-set, fixed PINs that cannot be changed. A Dallas driver told us, “The cardholder does not have control to set the PIN. It’s all digits and can be looked up on the card account on the Uber website.. The card holder doesn’t have the ability to change the PIN.” However, some drivers we spoke with claimed that their cards arrived unlocked; no PIN code entry was required to fuel or process transactions. Online posts suggest that unlocked cards are a concern for other drivers too. A May 4 post by a New Jersey driver stated, “None of the attendants at the station(s) I have gone to have asked me for a pin, zip code or mileage.”
In addition, driver interviews and online complaints allege charges for single fuel transactions for amounts in far excess of the fuel tank capacity for the driver’s particular vehicle. Many Uber drivers complain of fraudulent fuel transactions ranging from $100 to $200. Furthermore, although the prescribed charge limit under the program is $200 per week, some complaints allege this card control was breached by unauthorized charges.
Prohibiting fraud claims and lack of investigations. We reviewed a screenshot of an Uber App message sent to a driver who disputed unauthorized transactions. The message, which suggests that a dispute is prohibited and no investigation will be conducted if a PIN was used to complete the unauthorized transaction, reads as follows:
“We’re sorry for any inconvenience this has caused you. I have checked our system and it shows that your PIN Code was entered for each transaction that you have mentioned. Since your PIN Code is unique to your Fuel Card, it is not eligible to file a dispute. If you really do not recognize the charges in question, we encourage you to get in contact with the merchant to have it credited back. We will definitely post it back to your account once we receive the credit from them. Thank you for your understanding.”
Law enforcement says PIN use is not definitive evidence of authorized use. The U.S. Secret Service has jurisdiction over a large number of gas station-skimming investigations and works in collaboration with state and local authorities to investigate these crimes.
According to Secret Service Agent Mason Brayman: “It’s possible for PINs to be stolen. Some skimmers, particularly at gas stations and ATMs, can capture the card data and then an installed tiny camera can capture the victim entering their PIN number. So, the criminals get access to the card number and the PIN. Banks shouldn’t hold the customer accountable based solely on the fact that the card number and PIN were utilized during a fraudulent transaction. Generally, when a card has been skimmed and used fraudulently, the transaction will take place in a different geographical area than where the victim lives or where the card was compromised.”
Regarding the amount of a fraudulent transaction, Agent Brayman added, “The fraudster would try to maximize the amount they can get out of a card.”
Global FleetNet system conversion issues. In June, we reported on the GFN migration issues, which was subsequently followed by Clarke’s statements during the August 3 Q2 earnings call, “We had problems converting the history or client balances. That led to several weeks of delays in billing, some errors in billing…” On the same call, CFO Eric Dey said, “The fuel cards business was impacted by the MasterCard conversion in the first quarter, as Ron mentioned earlier, which impacted volumes and revenue for the portion of that MasterCard portfolio that was converted.”
Based on a March 29 Uber App message that was sent to drivers apologizing for delayed fuel charges, it appears that transaction reports made available to Uber drivers via the App were negatively impacted by the GFN migration issues. Drivers report that delayed, inconsistent billing of fuel charges started in January, lasted through February and March, and then reoccurred again in June through July. The timing and subject matter of the billing complaints echo those experienced by FleetCor’s MasterCard portfolio customers, which were migrated to the same platform. Additionally, some drivers posted complaints about being double-billed for a single transaction—a GFN system problem that we previously explored.
Uber drivers face greater challenges addressing billing issues than traditional FleetCor customers. Some drivers we spoke with indicated that the terms and conditions document was not included in the postal envelope that contained their fuel card. A number of these drivers also reported making unsuccessful attempts to obtain a copy of the terms and conditions by calling or emailing Uber support, messaging requests through the App, or going in-person to their local Uber office. Inability to gain access to the terms and conditions is significant for two primary reasons.
First, the back of the card states, “Use of the card constitutes acceptance of the terms and conditions of the cardholder agreement as amended from time to time. Issued by Regions Bank, Pursuant to a License by MasterCard International.” Second, unlike the standard FleetCor billing statements, the record of transactions made available via the App does not identify FleetCor as the card provider or otherwise provide contact information. Absent any means of identifying the card provider, Uber drivers must lodge all complaints with Uber for resolution.
As a result, in all instances we investigated and in all complaints we reviewed, disputed charges were deducted from drivers’ earnings before they had an opportunity to review the charges and challenge any unauthorized, fraudulent, or duplicate transactions. In the instances where a driver’s charges exceed the earned payoutfor a given week, the driver starts the week in debt to Uber and must work off that debt before the driver’s labor yields income. The Uber App states, “If you end a week with a negative balance, that amount will be deducted from your next payout.”
A Closer Look at Regulatory Risk
Providing gas cards to Uber drivers who are considered consumers could alter the regulatory calculus. In an action filed by the FTC against Uber earlier this year, the complaint overview began with the following summary of Uber’s business: “Uber distributes a mobile software application (the ‘App’) that connects entrepreneurial consumers who are transportation providers (hereinafter ‘Uber Drivers’ or ‘Drivers’) with consumers seeking those services (hereinafter ‘passengers’ or ‘customers’).
The complaint language makes clear that the FTC views Uber drivers as consumers. This is an important distinction because historically the FTC, as well as state regulators, have demonstrated a greater inclination to address business practices that negatively impact consumers as opposed to business. Furthermore, the FTC has already entered into two settlements with Uber in 2017.
As noted above, we believe that the potential for regulatory scrutiny likely increases with the involvement of individual consumers and Uber, a company that has been plagued with regulatory and legal issues of late. Any scrutiny of FleetCor’s business practices as it pertains to Uber drivers could easily provide a gateway to an expanded view of FleetCor’s broader business practices.
Uber risks. Unlike FleetCor’s fairly fragmented traditional Fuel Card base, Uber drivers are far more communicative in terms of raising and discussing issues that impact their job function and income. Indeed, there are a multitude of online forums designed to facilitate the flow of information regarding pertinent issues.
As such, to the extent that billing and fraudulent charges continue to impact drivers, news of these issues is likely to spread among the driver community much faster than news of fee and billing issues would spread in the far more isolated fleet customer base. Comments such as the following, which do not articulate system issues with specificity, are common on social media forums in fuel card discussions.
• “I do not use the Uber Fool Card”
• “Veteran drivers call it the Uber Fool Card.”
• “I should have never gotten that damn Uber fuel card.”
• “Using Uber’s gas card has put me in the poor house.”
• “I no longer use ur crappy gas card.”
• “I’m pissed the damn Uber gas card is trash.”
• “HERE WE GO AGAIN WITH THE GAS CARD BULL$h!t AGAIN!!! F$%) ME!!”
• “Just cancelled my Uber fuel card because it took a huge chunk out of my earnings for this past week and left me with nothing but chump change, which I spent on gas. I'm better off using my debit card to pay for gas.” (=
Additionally, it is easier for Uber drivers who become aware of issues surrounding the fuel card to simply stop using it, as compared to fleet managers canceling their FleetCor fuel cards. Further, the negative headlines that have lately plagued Uber could potentially motivate the company to cut ties with a program that increases driver dissatisfaction, given that the original intent of the program was to induce drivers to take more trips.
Complaints from Social Media Platforms
Drivers’ complaints about fraudulent charges include:
1. August 21, 2017: “I am an Uber driver. I have been driver since March of 2016. I have never really had any major issues come up until this past weekend. I went to fuel up with my fuel card that Uber provides and I was declined. I didn't think much of it until I went to look up my statement. To my surprise there were 2 charges from a gas station in Houston. I live and work in Dallas/Fort Worth area. The charges were for $100 and $75. I drive a 2016 Toyota, the very most my car would ever hold would be $27. I started reporting this Saturday morning. Only to be request 3 times over the weekend to send the same information over again. Now it Monday and I at the Plano office and they cannot do anything about this. Only that Uber will contact me. I cannot pay Xchange leasing my payment due to the fact that everything I made was deducted from my earnings to pay for these fraud charges. No phone numbers for me to call and speak to some. Uber is this how you treat and respect your drivers? I will be driving more for Lyft and not much for Uber, only enough to cover the car payment.” Plano, TX Driver
2. July 29, 2017: “UBER SHOULD BE ASHAMED BECAUSE INSTEAD OF INVESTIGATING THEY ARE SIMPLY TRYING TO COVER THIS UP!,, I have been trying to get UBER to correct the fuel card issue but they only blew it off saying the excuse about the driver pin code which is the pin that can be cloned and UBER has had the same issues across the USA! They haven't investigated a video I sent that showed the tall male of Caucasian or Hispanic descent using the card on a NON-UBER vehicle that was a totally different color.”
3. July 9, 2017: “Guess what, I don’t even have the card because it was stolen, and guess what else, they refuse to file a claim with the card holder or reimburse me for the money they took that I couldn’t have spent.”
4. June 26, 2017: “Uber Fuel Card Stolen. About 4 days ago my fuel card was declined and I thought it was because I entered the wrong odometer. So, I logged into my Uber account to ask Uber reps to reinstate my status and to my dismay I noticed more than $150 of fraudulent charges. I live in LA and all of the charges you see from Valencia or Arleta are fraudulent. My Prius can't even take more than $25 at a time. Don't use card readers on fuel pumps! I knew there was some danger with using them but I thought since this could only be used at fuel pumps and had $200 limit I was fairly safe. So, can I dispute those charges or did I just pay $200 for a life lesson?”
5. June 22, 2017: “Uber Fuel Card Beware. I have been waiting a few weeks now on Uber for $209 in fraudulent charges I disputed with them. They keep insisting that I am responsible and that "liability lies with the drivers" - however I have pointed out repeatedly that MasterCard has a policy on this that protects us. I have a sneaking suspicion that Uber is just bullying drivers into eating the charges. I am going to wait the 30 days for them to complete their investigation and then file suit against them. Right now, I am thinking of small claims, but if other drivers want to join, then we could go into federal court.”
6. June 7, 2017: “Fraudulent Uber Fuel Charges. Same thing happened to me...I'm in Sacramento drove and Day job same day as a $130.52 transaction occurred at a 76 station in Anaheim CA (600 miles away). This was mid-February 2017...after maybe 15 conversations and two office visits Uber finally stated they decline the refund as the card was swiped and pin entered. They state, ‘talk to 76’. Completely ridiculous....civil suit??”
7. June 15, 2017: “Skimmers. On March 22nd UBER deducted $197 from my account related to 2 operations ($150 and $50) at WAWA, Orange St, in Orlando. I put a dispute. Until this date no refund, no explanation. WAWA manager told me that almost every day a skimmer is found in their pumps. Still UBER tells me that probably Mastercard won't refund because a PIN was used. Well, I did not use the card these two days, I was not in town, the card was (still is) with me all the time. They also did not explain how it was possible to use $150 in just one operation if there are an overall limit and a mileage control. Any suggestion on how to get my money back?” Orlando Driver
8. May 21, 2017: @JazzleDazzle “@uber Fraudulent charges on Uber fuel card and I'm getting no help from partner support. $200 gone and no one cares. Shameful.”
9. May 21, 2017: “$300 in Fraudulent Uber Gas Card Charges. I drive in the Jacksonville, FL market. Which is in the northern most part of FL. I've been going back and forth with Uber since April 5th about 3 separate fraudulent fuel charges ($124.21, $72.79, $97.25) that were deducted from my pay statement. All these charges were done out of my driving Market and on the same day. My usual fuel charges up until this point were $24 - $31 per transaction. Their standard response is that they have filed a claim on my behalf with the Fuel Card Company, please be patient, and they don't have a expected time of resolution. I've also been to the Greenlight office in Orlando (April 24th?) and also spoke with a on site representative at the TPC last weekend (May 14th). The Orlando Greenlight rep was very nonchalant, then said that he would look in to it and get back with me. The guy at the TPC seemed to be very aware of Fraudulent charges originating from the Miami market (500 miles away). He also was very informative on how the fuel charge (and dispute) process worked, and promised to get back to me by Monday Evening (May 15th). Needless to say, I haven't heard from either one of them and the Uber help center continues to give me a generic response. Does anyone have any recommendation of how to escalate my issue or what governing bodies I should file a formal complaint with? Any help would be greatly appreciated.”
10. May 1, 2017: “My fraudulent charges are now totaling over $400. This all started on March 22 and I still have not been refunded! They keep telling me that they are waiting on the credit card company to finish their investigation. I have filed a claim with my local police department and they said since the fraud happened in another state they couldn't do anything so I should file a complaint with the DOJ. In order to do that you have to have a phone number of the company you are filing a complaint against so I asked Uber to give me the credit card company's contact info. They said that they didn't have it and that they only dealt with them through email. You know this is a lie because how would they not have the contact info for a company they do business with.”
11. April 29, 2017: “I have $150 unauthorized transaction on my card. No refund from Uber after one week.”
12. April 11, 2017: “Uber Fuel Card Transaction: My Uber fuel card is showing a $147.00 that I did not authorized. Where can I get help regarding this matter?” Miami Driver
13. March 28, 2017: “Don’t Use Uber Fuel Card. Used the fuel card 1 week. Card got skimmed. Got a $150 and $101.97 charge in Aurora on 3/9 (all same day). My tank bone dry empty may take $50. I have never purchased gas in Aurora. My bank would have credited me back 3/11 at the latest. On 3/27 I have yet to have my $251.97 back. Not worth saving $3 a week for sure. My Only "you Uber" I really have at the moment.... Can I get 3 weeks interest as well!!? Yes, I had to cancel my card myself after 4 days of messaging them... they didn't instantly shut it down like a bank would.” Denver Driver
14. March 7, 2017: “Fuel Card Maintenance Issues. Apparently, Uber has no ability to do much of anything during the "maintenance upgrade." I had fraudulent charges on my fuel charge from a skimmer at an LA station... and Uber could not even block the card, or do any investigation! I still have about $200 in charges withheld from my pay after 6 weeks of going around and around. Even before, the timeliness of the charges hitting my paycheck was very inconsistent. Due to this lack of control, I will never use the Uber card again and now put all gas charges on my Chevron card. Some stations give me a .10/gal discount!”
15. January 6, 2017: “Back on November 22nd 2016, my fuel card from Uber was charge $149 this is total fraud, I cancelled the card right away, I drive a 2016 Toyota Corolla it does not take $149 in gas but today 6 Weeks Later, my dispute was declined I do not understand why this was declined this is totally fraud. I just left the office in Redondo Beach these people here do not want to help me they told me the department who handle the fuel cards are the ones who denied my claim she did not want to help me fill anything out she wanted me to leave, So this means Uber has stolen $149 from me.”
16. December 21, 2016: “Gotta work as much as possible this week to keep my car. Uber Fuel card isn't working (fraud charges put it on hold)…”
17. August 13, 2016: “Fraudulent Uber Fuel Charges. Over 2 months ago my earnings were deducted for $150 for fuel charges. I immediately contacted Uber but was told this charge was authorize as I used my pin #. Uber was to investigate further on my behalf as I denied this charge. Uber have been dragging their feet without any help what so ever. How is it possible to put $150 worth of fuel into a 11-gallon tank? Common sense Uber. My latest response from Uber that my request of fraudulent charges have been declined. So much for Uber supporting their "partners". What's with MasterCard? I can't be the only one. I have my fuel card in my possession and I didn't get $150 worth of gas. This should have been a no brainer - thanks Uber”
18. April 21, 2016: “I warn you that I am very frustrated so Uber fuel card does not show back phone number for ER 24/7 fraud and Uber online no phone number so Uber take your deductible from wage without helpless. All bank credit or debt card show phone number for fraud or loss for 24/7. Uber does not have 24/7 and no phone number.” Houston, TX Driver
Delayed transaction processing, duplicate billing, and other system issue complaints include:
1. August 7, 2017: “I've used it for 8 months. There is a problem of purchases showing up a week or two later which is a little crazy for a technology company! Other than that, never a problem until this past week two separate purchases a fill up and a $10 purchase at Wawa both were double charged. There isn't a phone number on the card but I was able to call the new driver help line and actually talk to a English speaking live person who initiated a claim, it's been several days so far I've gotten a email that both admitted and denied their fault. It's easy to see that both transactions were duplicates ran through at the exact time and Uber did confirm that.” Tampa Driver
2. August 6, 2017: @crumbsnmycoffee “I have a problem with a double charge on fuel card for exact same time/place/amount. Can someone pls look at this and fix?”
3. July 24, 2017: “Only use it once a week to fill up unless you are a good record keeper. They can double charge and or not charge you for a few weeks and then deduct out to catch back up. So, it's easy to track if you only use it once a week to fill up and you get a decent discount.”
4. July 23, 2017: “I had it. They charge me twice. I told them to cancel the card”
5. June 29, 2017: “Every once in a while Uber will forget to take the fuel out of your earnings until you rack up a big pile of bills.”
6. June 29, 2017: “Talking about Fuel Card: I got hit with about $180 worth of last week's fuel all at once today (ouch), due to some kind of issue or delay on someone's end (not Uber's, of course). Anyone else feel that? They sent an email about it later on explaining the thing. So be aware that they may hold on to your fuel credit for a week or two and then dump it all on your account at once. I've heard it's happened before.” Atlanta Driver
7. July 13, 2017: “Two weeks ago when their system went down and the charges delayed they messed my tracking and charged more than what I spent and when I texted them they never answered. This is not the first time, they did before.”
8. July 10, 2017 @CarlCMahoney “@Uber_Support Uber has overcharged my fuel card by TWO HUNDRED DOLLARS in the last month.”
9. July 8, 2017: @topdog287 “If you have a fuel card with uber please monitor I'm being double charge I asked for the transaction ID they continue to refuse to give it.”
10. July 8, 3027: @SNPRPRT2 “@Uber_Support #BOYCOTTUBER should be the new # considering so many drivers and riders are having issues!. If UBER knows its fuel card PLEASE STOP FAULTING DRIVERS IN DALLAS FOR FUEL CARD COMPANY ERRORS.”
11. June 30, 2017: “What a joke I send a complaint in about being double charged for fuel with their fuel card and I am told to private message Uber, which I do and they do nothing but give you the run around. I send screen shots of the fuel charges in question from my account and still nothing.wtf...really Uber”
12. June 27, 2017: “Anyone having issues with severe delays in fuel card purchases (of fuel) posting to your account a week or so later? Really gets annoying when turn on the app on a Monday and see that you're at a negative balance. Uber charged me for fuel for the down period of June 16-20 on the 26th, hence my original post, then they charged me again for the same amount. This master number of $65 doesn't give you a breakdown for the charge. I called and they said they'd waive it and give me an extra 25, let's see what happens. It's weird, they show a credit for 65 on my last week pay (which is not what they deposited into my account), and then there’s another credit for 65 and a charge for 65 today. They've really screwed up during the start of their 180 days of change. Kinda looks like all this happened because they revamped the rewards section on the app. For days I couldn't access some of the rewards sections. Per my msg to Uber, they were aware of the issue and working on it. Looks like their work screwed up a few things along the way.”
13. June 17, 2017 @sak6687 “@uber The Uber fuel card is broken! Uber deducted the same fuel charge from my payout 3 times in 3 weeks ! WTF ? My Uber fuel card is double and triple charging me . Just got changed $142.00 for fuel that was deducted from last week?”
14. May 4, 2017: “Fuber Fuel Card. I've been double charged numerous times and literally it seems they have stolen my fares since I have duplicate entries for same exact amounts and never received an answer. DON’T USE IT. Trust me Uber and credit card is just asking for them to scheme and scam you even if it's 4 months after the fact (happened to me recently). Eff the card and customer support they just write a template response when I asked for investigation into the amounts they double charged .. freaking Nightmare!
15. April 27, 2017: “Believe I'm at the point of not having to use the Uber gas card anymore. These delayed payments are the worst!”
16. April 5, 2017: “So Uber has disabled my access to my Fuel Card purchase history - is there any other way to access it? They have billed me multiple times for the same charges, but now I can no longer access the card's use history. Hopefully it will be cleared up soon. At least a 100 transactions and this is my first real problem.”
17. February 2, 2017: “This affected me, probably affects others as well. Driver app points to a help article: Beginning on January 19th, the Fuel Card system has been undergoing maintenance by our service provider. This may impact your use of the Fuel Card over the next few days in the following ways: Transactions after January 19th may not appear on your statement until the week of February 6th. You may not be able to order new Fuel Cards through your dashboard If your card was delivered after January 19th, you may not be able to activate it until February 3rd. If you have an Active Fuel Card, you may experience issues using the card at the pump. We apologize for any inconvenience this may cause. Our teams are doing everything we can to resolve all issues as soon as possible.”
18. February 1, 2017: “Fuel Card Issue? I have been using the fuel card since it came out. Sometimes there is a few days delay in posting and deducting transactions. But this time I still have not had fuel costs deducted from over 10 days ago! Is there anything new going on with the fuel card that I should know about?” Message board participant response: “Yeah - there's a problem with it that Uber acknowledged. No word yet on whether when they fix it, the money will come out over time or in one big lump sum.”
19. January 5, 2017: “Keep in mind, transactions do not show up for days or weeks later, so it’s hard to keep track of how much you spent. But it was not that bad. Use it with another rewards card to maximize your savings (like the Kroger card). Anyhow. It was all fine and dandy until one day I noticed a couple of transactions totaling over $200 on my fuel card. My card must of been skimmed. It was quite annoying since Uber showed this as negative on my pay. Anyhow, I decided to call the card issuer and notify them of fraud. One of the transactions was for about $150. I looked on the back of the card, and that is when I realized there was no phone number. I decided to go online and find a number to the card issuer but to no avail. My only hope was to email Uber and wait. (keep in mind, they have my card number) After a good 24 hours I received my first response saying my card had been cancelled. I emailed back asking about the transactions in question, after all, I wanted my money back and I waited another 24 hours. In the mean time I tried to use my fuel card, and guess what? It was not cancelled. What did the office do? Email support. Almost 48 hours later, I received a response saying my refunded money would be on my next paycheck and my card this time had been cancelled. At this point it has already been a good 3 or 4 days since I initially contacted them about the fraud. Finally, it was cancelled. The card did not work at the pump. Pay day came. Nothing. I emailed support. "It will be on the next one" 2 weeks later, my case was finally resolved. Complete B.S. In comparison? A couple of weeks later, I was skimmed again, but this time with my Bank of America card. One phone call, 15 minutes later, my account was credited. Where was I skimmed? I don't know.”
20. July 5, 2016: “Again. I have the fuel card with me. I never used it. It still has the activation label on it. Right now I saw Uber deducted $18 gas charges that according to them were not paid between June 11-18. Anybody else?”
21. June 23, 2016: “Twice this month, my card was declined. The second time it happened, I had charged gas once and made one convenience store purchase. The daily total probably came to about $20. Later that day, I had 1/2 tank of gas and was passing a gas station with low rates. So, I decided to fill up. However, the fuel card was declined. When I called the number on the back of the card, a very helpful agent explained to me we are only allowed three (3) swipes per day. The first gas charge (approximately $14.00) was considered a first swipe. The convenience store charge (approximately $6) was considered a second swipe. And, a hold the convenience store put on the card was considered a third swipe. Firstly, Uber doesn't say this on their fuel card details screen at the "partners(dt)uber(dtcm)(fwdslsh)fuel_cards(fwdslsh) faq": "WHAT IF MY CARD IS DENIED? You may have entered your PIN incorrectly, reached your $200 weekly spending limit, or attempted to use your card outside of a qualified gas station. If you need more support, visit help(dt)uber(dtcm)." This week, though I haven't driven, had a -$80 on one screen and a -101 on the estimated payout screen. I emailed Uber Support immediately to ask about the issue since I believe my gas charges are deducted almost immediately after I charge so there should be an accumulation of charges that put me in the negative unless it was my charges the day before which were the $20 since my account got suspended due to the 3-swipe rule. When I woke up this morning, the hole was up to about -$120.00. When I called the phone number on the back of the card to find out if the card was compromised (card still suspended and non response from Uber Support), the customer service representative said they could no longer answer questions about the card or my account. They informed me I have to contact Uber about my fuel card account. I got the same hands-off response from two different customer service reps. Though I emailed Uber a second time, Uber has been non-responsive to both of my emails. I have no gas to drive, and when I do drive, I'll have no money due to the big fuel card hole. Also, spending all of the administrative time to sit at a desk figuring all of this out keeps me from getting behind the wheel. Secondly, the fuel card suspension doesn't even seem merited as I have been qualified through July 31st, and I haven't gotten past the $200 limit. What is a driver to do??? Advice please!!!”