Does Uber have a payment problem?

A few weeks ago, friends and I used Uber to get a car from the station to a rugby game and were then stuck at the stadium in the dark because Uber had decided to suspend my account because of a (yet to be specified) payment problem. I wrote to them and was asked to send all manner of documents, which I did. Nevertheless, I was put off until Uber seemed like a really convenient option once more on a weekend. Nothing! My original card (copies of which had been sent after the first incident) did not work and neither did two others, on one of whom Uber nevertheless managed to make a R10,00 verification charge.

In total, I have wasted at least to hours trying to get Uber to accept my cards and I have now finally given up. In South Africa, Uber does not accept PayPal so there really is no way forward. Is it any wonder that Uber is apparently starting to accept cash payments in Hyderabad?

This leads to the following obvious question: do companies have any idea how many customers they lose through miserably bad services? How would they (and investors) know how many people just walk (actually, navigate) away and are probably lost forever? Is this problem worse for the Internet economy than for brick-and-mortar commerce?

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