Uber provided some drivers with “fuel cards” usable for gasoline, carwashes, and other services, at a discount, with charges deducted from future Uber earnings. Multiple drivers reported duplicate charges. Representative quotes:
“Double charged for gas with Uber card. Same transaction. Exact same time and date stamp. You took double from my earnings…The rep last night said they have had multiple calls for this same issue. That it would be cleared up by midnight. Today it’s still not fixed and the rep said he couldn’t do anything about it! Uber this is unacceptable” (September 6, Facebook, Florida driver)
“Gas card is very funny…Something is fishy about how this card works. Once I was triple charged and no one caught on until I bought it to Uber attention and the fixed it. I no longer want to use card” (September 2017, YouTube, Curtis J.).
“I was looking over my transaction history and there is two gas card purchases. Same amounts/ days. I was charged twice for 1” (June 28, Twitter).
“Hey my uber gas card was charge 3 times at the same time and day, but different days each” (June 28, Twitter, Oregon driver).
“It’s been 4 days since I wrote to customer care to review my fuel card charges, there were duplicate charges on it and I was overcharged, I have sent screenshots of duplicate charges but so far I got only one reply yesterday with copy pasted text that has nothing to do with what I asked for.” (April 4, Facebook, New York driver).
Drivers reported heightened difficulty resolving the problems because Uber told them to contact FleetCor, which operated the fuel card program. FleetCor in turn told them to contact Uber.
Drivers also reported that Uber and FleetCor suggested that the drivers conduct their own investigations into the disputed transactions such as interviewing merchants and requesting refunds from merchants. Most drivers found these approaches untenable, particularly because the fraudulent charges could occur at distant merchants far from where the drivers lived.
A further challenge for drivers is that many drivers did not know how to contact FleetCor. The Uber-provided FleetCor car does not include a customer service phone number on the back of the card. Drivers would need to find the number in the original card materials that provided in an envelope along with the card — easily overlooked or discarded.
An October 5, 2017 report from The Capitol Forum (paid subscription required) analyzed these concerns and tabulated these and numerous additional driver complaints.