Ouch. That's even painful to read. I would have been hot going through those conversations. And their final conclusion is, "there is just an error on the receipt"? That's not an answer. How does "just an error" happen on a receipt? Did they make sure that "just an error" won't happen again?
So I guess their theory is: 1.) the customer accidentally didn't realize that payment via credits was turned off, and 2.) at exactly the same moment, their billing system independently had "just an error on the receipt". And the error on the receipt just happened to match the customer's error - exactly. I think that's a pretty unlikely theory, unless it was a longstanding bug in the app, but if that's the case then they should own up to it. It definitely makes me wonder how many people were similarly impacted, but didn't happen to notice.
If your credit balance truly didn't have any deductions, then I guess it's a wash - financially, but that's a far cry from how the payment and remediation process should have gone.
Thanks for your careful reading and inference regarding the potential causes.
It's hard to know whether my Credit balance had a deduction because I'm not sure of where that balance is tracked over time. The Credits often expire and get replenished so it's hard to know for sure what my Credit balance was at that time.
I think there was/is an error somewhere in Uber's system. Part of the system believes I had Credits when the ride was taken, and another part of the system believes I didn't have Credits. This is a major red flag of a serious bug that should have escalated this issue to a high-level engineer to diagnose and remedy. Instead, eventually the issue was allegedly sent to another team, but as far as I can tell, this "other team" never looked into it.
Yeah, I imagine I can't be the only one. It's a hard error to catch, since it requires you to scrutinize your credit card charges closely. I've never encountered a situation before where a company refuses to honor the method of payment shown on the receipt.