A section of Kenyans has taken to social media to express frustration with Uber drivers who fail to end trips, leading to double charges for unsuspecting riders.
In comments shared on Friday, affected customers said they received notifications stating that they have a pending payment even after paying the full amount for a trip.
These incidents have sparked widespread complaints about the lack of accountability and fairness in Uber’s billing system.
Kenyans voiced their frustration after X user Nyamisa Chelagat raised a complaint that she was reported to Uber for allegedly not paying for her trip, despite sending money to the driver through M-PESA.
Chelagat explained how the driver provided a different number for payment, claiming it was his wife’s.
“So, this is what Uber Kenya drivers are doing: You book a trip, they pick you up, and at drop-off, you pay via M-Pesa. They give you a different number. You send them the full payment, and then they report to Uber Kenya that you didn’t pay in full,” she wrote.
“Then, they block your number. I sent this guy Ksh1,350. I asked him whose number this is, and he said it’s his wife’s. Suddenly, I have an unpaid bill. Uber Kenya, your drivers are thieves.”
Chelagat’s story sparked widespread outrage, with many others sharing similar experiences of being charged unfairly.
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Kenyans Call Out Uber Drivers for Failing to End Trips
Joe Karani also narrated how he was charged an additional Ksh 2,620 after his trip was left running for more than two hours post-drop-off, even though he had reached his destination.
“I’ve had a pending issue for over a month. The driver dropped me at my destination, then kept the trip running for 2 more hours. I was charged Ksh2,620 for a ride I didn’t take. On the map it’s like he was doing other trips on my bill,” he said.
On her part, Nicole Maloba stated, “I have a similar ongoing situation as well. And he also reported it late into the night past midnight, yet he picked me up in the morning knowing well I’d be asleep by the time I saw it to report back. Uber Kenya you should blacklist these drivers.”
Lynn Moraa also shared her side of the story where she wrote, “I did an upfront payment for a trip to Moi International Airport in December. After dropping me, the driver didn’t end the trip.
“I realized a few minutes later, called the driver and he told me he had contacted Uber Support to fix it. I still have a pending bill.”
False Payment Claims
Other riders shared how they had paid in cash, only for the driver to report that they hadn’t paid, leading to automatic charges on future trips without proper investigation.
“Uber drivers have become thugs because tell me why I pay for a trip in cash then the driver goes to the app and claims he wasn’t paid. Instead of investigating the issue uber automatically debits that amount to the next trip!” The Conrad posed.
Also Read: How Kenyans are Conning Uber Drivers
Some users also shared similar complaints about drivers making false claims after failed pickups.
Yvonne Wanjiku, for example, was reported by a driver who claimed that she had requested a different drop-off location, despite never having been picked up in the first place.
“Last year I was reported by a driver claiming that I didn’t pay him. Yet he never arrived at the pickup point and didn’t pick up my calls. He claimed that he picked me, and I demanded to be dropped by a different destination,” Wanjiku wrote.
However, she said her case was solved after a back-and-forth discussion.
Safety Precautions Kenyans Are Taking
Some of the techniques Kenyans are using include paying upfront before the driver arrives, while others have resorted to stopping the use of the app altogether.
“Before taking a ride, I usually deposit the amount into the Uber wallet. That way, no one can tell me to give them a tip. No negotiations—he just takes me where I need to go, and I pay through the app,” Omullo Son of Omullo said.
Others said they keep their trips on their credit card and take a photo of themselves paying the driver.
“Guys to avoid all these nonsense by uber drivers just add a credit card or debit card as payment method. Wait and see how they frown at you when they start the trip and realize it’s card payment,” Tommy Kibet said.
Uber Support in response to the complaints said, “We apologize for the inconvenience caused to you. To assist you better, we need to know the exact issue.”
“Kindly elaborate on the concern in detail in DM, along with your email and phone number, as well as the order or trip details you’re concerned about.”
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