Uber eats keep taking money out of our bank account and bank won’t help

[LampsAndWatches]

It’s £300 worth so far and another £32 has just been taken.
apparently it’s a subscription

I can’t find a way to contact Uber eats properly and our NatWest bank are unhelpful.

any idea what I can do?

This happened to a friend of mine. Natwest said there was nothing they could do except issue a new card. Which they did 4 times because uber eats kept taking money out each time. Eventually she was told by someone at the bank that they would issue a new card and a new pin as its the PIN that seems stops the money going out. And they were right. Not had a problem since.

Does anyone have the app that used your card details once before? It might have defaulted to your card details and everytime they order it's using your card. They need to delete your card off there app

I used a friends card once and it defaulted to there account, took a couple of orders and them cancelling there card to realise what had happened

If you told Natwest that you think this is a subscription, it is natural that they would refer you to Ubereats.

If you think this is fraud - which it really does seem to be - you need to call natwest and tell them about fraud.

Sounds like credit card fraud. Contact your credit card company and tell them about all the fraudulent transactions which are not coming from your Uber Eats account.

Put in a formal complaint to Natwest compliant to their complaints policy. It's the only way to escalate these type of issues and get them dealt with.

@LampsAndWatches Beware of your calls to uber eats. They regularly don't answer and you will be charged about £5-6 for the privilege!
One number is obsolete and you still get charged.

I think the issue you are having with NatWest is because they are treating this as a continuous payments authority for a subscription that you legitimately took out rather than fraud, which is what it is looking like. It will just be the ordinary banking team that would deal with cancelling a continous payments authority. You will need to speak to the fraud team.

The legislation on continuous payments authorities has changed because they were notoriously very difficult to cancel. You now have the legal right to insist the bank cancels the payments. I would be asking for a refund dating back to the first time that you contacted them about this. If they don't deal with this, you can take it to the financial ombudsman.

https://www.fca.org.uk/news/news-stories/continuous-payment-authorities-it-your-right-cancel

However, it does look like this might be fraud.

If you've ruled out that there are no subscriptions on your DH or DD's app, potential explanations that aren't fraud are:

Did your DH or DD previously have Uber using a different email address/Uber account and delete it because they weren't using it, then signed up again with a different email account? Uber Eats and Uber Rides used to be separate apps so many people had separate accounts. Also, there were issues when they combined the apps. I had to create a new account because I got stranded having taken an Uber to an event but couldn't get one home because of technical issues with the new app 😂It's possible that your DH couldn't get the new version to work and set up a new account. He may have been signed up to a free subscription on the old account that is now paid for or the old account could have been hacked.

As a PP suggested, has you DH ever paid for Uber on someone else's account? The cards are listed as Visa, Amex etc with the last 4 digits. It is quite easy to mistakenly select a card of the same type without checking the numbers if you've forgotten that someone else's card is saved to your account... I have also had this issue with Deliveroo randomly charging tips to someone else's card that was used on my account because of a technical glitch with the app autofilling a different card from the card used to place the order.

Or it could be fraud - either someone else is using your card on their Uber account or, as a PP suggested, scammers can set up an account to make a transaction appear to be from Uber. I suspect, if NatWest think this is just a continuous payments authority cancellation rather than fraud, they won't have investigated if the payment is genuinely to Uber.

This. A CPA is a bit like a dd on a card. The bank can cancel it. I wonder do you have have the same protection as under the dd scheme where a bank has to refund any direct debits paid after they have been cancelled or paid contrary to the agreement made with the company. I worked in a bank but it was a while ago.

It’s likely a continuous payment authorisation. If you google “cancel NatWest continuous payment authority” you’ll find a link to their online form to cancel the recurring authorisation. This will stop future payments.

You then need to ring NatWest and report fraud on your card and say you never took out the membership and the payments are fraudulent. They might need to investigate this. If this is a credit card then they should refund you while the investigation is ongoing.

It’s nothing to do with a subscription, Uber One subscriptions cost £5.99 a month.

The card details are saved on someone’s Uber Eats app and the details are being used for individual orders, hence the variable amounts. Even though the details have changed a CPA has been set up on the account, the bank can cancel it.

Do you have an Uber account (the one for car hire)? I remember my profile on that is linked to my Uber eat account so wonder if that's where they get your card details from

@Mommasgotabrandnewbag

its not just the OP having probs - you’d know this if you kept up to date…..
https://www.independent.co.uk/business/labour-vows-to-end-default-autorenewal-in-crackdown-on-subscription-traps-b2320136.html

Really helpful replies
very much appreciated and we are now well on our way to getting things sorted
all thanks to you all!

did you find what was happening @LampsAndWatches ? Hoping its not fraud and something that you can also claim the monies back on

What are you on about?

Where did I say I didn't know these things 😂

Try again.

DH re rang the bank, explained it’s not a subscription or through the app. It’s fraud on our credit card and the details were being used by someone we didn’t know.

the operator was really helpful. Applied the CPA opt out. Completed a form with all the transactions on it for both cards and said we should hear back in 5 days about the investigation and a full refund.

we have also checked every app and device mentioned here and cleared everything down including getting rid of Apple Pay.

I would still like to change banks but DH is confident at this point it’s sorted so I’ll keep an eye on it for now and change banks if the above isn’t actioned.

I’ve also learnt a lot from this thread and feel more confident in looking after our money!

That’s good news op. Really hope it goes smoothly now and you get it all refunded.

I’d still be changing banks for how useless they were, and the stress this has caused you, all week.

OK. So this is happening to me. 2 payments so far. 25 and 20, I have cancelled the "subscription" on payment after the first time. PayPal opened a case and refunded me. Woke up this morning there's another one!

If it’s the same story as OP (no subscription, random and irregular amounts) it’s fraud. Tell your card provider and ask them to deal with it. If it’s fraud you should be refunded.

I had this a year or two ago. I had about 3 or 4 journeys for £100+ being used on my account. I live in the middle of nowhere and we definitely don’t have Uber round here. I called the bank and they refused the payments, cancelled my card. It happened twice more with my card having to be cancelled each time. I think they were doing it from an online account. In the end my bank (Halifax) put a note on my account never to accept a request from Uber and I’ve not had a problem yet. Make sure you change all your social media passwords etc too.