I need to share this because I'm genuinely shocked at how Uber has handled this, and I'm looking for advice on next steps.
My husband is someone who never uses cabs — he always prefers to drive himself, no matter what. But this time, he was extremely unwell, and with his mother's eye surgery scheduled, I convinced him to use Uber so he could focus on her without worrying about driving. He agreed, trusting that it would be a safe and reliable option.
I booked the ride for him to bring my mother-in-law back home after her eye surgery. The moment the ride started, the driver began complaining the fare was too low and demanded at least ₹1000. I was on speakerphone and calmly explained that I had used a promo code and he'd be paid correctly through Uber's system. He didn't accept this. Instead, he became verbally abusive toward both my husband and my recovering mother-in-law. When my husband asked him to either stay professional or cancel the ride, the driver stopped the car on the main road, forced them out, and demanded extra money. My husband — who was already unwell — was now stranded on a main road with a post-surgery patient. Their safety came first — they got out, and I immediately booked another cab. This was supposed to be the one time he trusted a cab service. And this is what happened.
Then it got worse- Instead of receiving support, I was shocked to find that my Uber account had already been blocked — even before I could submit a formal complaint or share my side of the story. This action was taken solely based on the driver's feedback, with no investigation and no attempt to hear what actually happened.
Since then: I've repeated the full details multiple times I keep getting copy-paste template responses A support agent (Zahid) kept calling me late at night — still no resolution. (This incident happened in morning and entire day he was sending copy paste messages). No clarity on whether any action was taken against the driver Account still blocked with zero explanation I've raised this publicly on Twitter with screenshots of my full support conversation here: https://x.com/i/status/2050424826977030419 The screenshots clearly show repeated template replies, no ownership, and zero meaningful resolution despite multiple follow-ups. My questions for this community: How is it acceptable for a driver to force passengers — including a post-surgery patient — off mid-ride and demand extra money? Why is there no accountability or transparency on what action, if any, has been taken against the driver? How can Uber block a customer's account solely based on a driver's claim, without even a basic investigation or a single call to the customer? That too a long standing customer who uses their services daily for office commute and is a so called Uber One Priority Customer.
What I'm looking for: Advice on how to escalate beyond Uber's front-line support Whether consumer court is a realistic option in India Similar experiences and how they were resolved
This was the one time my husband stepped out of his comfort zone and agreed to use a cab. A vulnerable, post-surgery patient and an unwell man were abandoned on a main road in scorching heat— and Uber's response was to penalize the person who suffered due to their employees. That's not just disappointing, it's unacceptable. Any advice would be greatly appreciated. Thanks.