This is not the first time I've seen people bring up Uber's plain shit customer support. In fact, I've had my own problems with them as well to justify that bold of a statement.
Back in the fall of 2013 a cab driver charged me $30 in Chicago instead of what the meter said (which was around $8). After this happened, I had contacted Uber support and they merely gave me some automated style response saying there was nothing they could do because the city sets the cab pricing. First off, they treated me like I was an idiot with a response like that. Of course I knew the city set the rates, that wasn't the issue I was contacting them about. Secondly, they completely ignored my problem all together. I wasn't complaining because the price per mile was higher than UberX or something like that. If I had, what they sent would have been a perfect response. But no, I was complaining because the cab driver down right stole money from me, and there was nothing I could do about it. They could clearly see in the receipt that the time traveled, distance, etc. could have no way in hell been worth $30 that I was charged. In fact, it was a cab ride to work so I had plenty of other receipts that showed it was typically around $8-10. So, like OP, my support ticket was marked "solve" and I was duped $20, and never contacted again (even after I replied trying to further explain my problem). It was after this that Uber always left a bad taste in my mouth. It was a straight slap in the face to me (the customer) by Uber.
Wait, what? How does the driver have any control over what you are charged besides pressing the trip start/stop button on the phone? The Uber provided iPhone handles all the charges and then they pay the driver.
I'm not sure, to be honest? This was in fall of 2013, so I wonder if back then the taxi drivers manually inputted the price?
...But my confusion is case in point that Uber's customer support did not address anything like they should have. If you are right, then they could have explained that to me. And that would also just mean it was clearly a bug in their system that charged me more. And had that been the answer, I should have gotten a refund. But I didn't, so maybe instead of the cab driver cheating me, they were just straight cheating me. Who knows. All I do know is that I was charged $30 for a ride that should have been $8-10, and I never got a real response from their customer support to refund me, help me out, explain what maybe happened, investigate, etc. That's the main problem I wanted to explain.
For the regular taxi service the driver manually inputs the fare from their taxi meter into the Uber app. So if you're not paying attention, the driver theoretically can type in whatever they want.
It's nothing that's far fetched or unjust. Everything I've ever said about Uver is completely backed. I will look for the ticket number and post back, if you are curious though.
Back in the fall of 2013 a cab driver charged me $30 in Chicago instead of what the meter said (which was around $8). After this happened, I had contacted Uber support and they merely gave me some automated style response saying there was nothing they could do because the city sets the cab pricing. First off, they treated me like I was an idiot with a response like that. Of course I knew the city set the rates, that wasn't the issue I was contacting them about. Secondly, they completely ignored my problem all together. I wasn't complaining because the price per mile was higher than UberX or something like that. If I had, what they sent would have been a perfect response. But no, I was complaining because the cab driver down right stole money from me, and there was nothing I could do about it. They could clearly see in the receipt that the time traveled, distance, etc. could have no way in hell been worth $30 that I was charged. In fact, it was a cab ride to work so I had plenty of other receipts that showed it was typically around $8-10. So, like OP, my support ticket was marked "solve" and I was duped $20, and never contacted again (even after I replied trying to further explain my problem). It was after this that Uber always left a bad taste in my mouth. It was a straight slap in the face to me (the customer) by Uber.