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Uber responds to customer complaints over added credit card charges

There has been talk on social media recently surrounding unauthorised credit card charges stemming from the online

platform service provider, Uber. A South African journalist recently posted a statement to twitter, saying she had to cancel

her credit card because she got charged for an Uber trip that was not requested. Uber responded to the tweet and asked

her to $$DM$$ them her details to clarify the matter.

The post racked up around $250$ responses from other Uber customers that experienced a similar incident, most of which

revolved around unauthorised credit card charges and bills that exceed the displayed amount. $$I cancelled the card as my

mode of paying! $2$ reasons: $-$ I got a call for a trip I never requested. I was billed for a cancelled trip! $-$ I requested a trip but

the car did not come.

$$I cancelled and requested Bolt. Later, they claimed a car came for me & was charged!$$ Khosa said in the same thread.

Uber also responded to Khosa, asking for his personal details to follow up on the matter. IOL asked Uber about some of the

allegations that were made in the thread and if they knew what could be the cause of it$.$ An Uber spokesperson indicated

that the cases could be fraud related. Billing practices used by the e$-$hailing platform are in line with common e$-$commerce

practices, Uber said.

$$When you request a ride in the Uber app, one may receive a notification from your bank about an Uber charge. Uber may

apply a temporary authorisation hold for the value of the fare in advance, which will appear as a pending charge in your

account$$s payment method. $$We take fraudulent behaviour seriously and have several safeguards in place to prevent, track

and flag issues of fraud. A specialised team manually reviews each case before deciding if fraudulent activity has taken

place.

$$We also use $2$ step verification, which is an optional feature that adds an additional layer of security to your Uber account

upon login$.$ It will ask you to input a one$-$time authentication code in addition to your Uber account password,$$ Uber

spokesperson said.

If the cases stemming from customer complaints do in fact have anything to do with credit card fraud, it could mean that

Uber will need to step up its security measures, as statistics from the Banking Ombudsman$$s office show that cyber crimes

are on the rise.

Banking Ombudsman Reana Steyn said authorities in the industry have been observing a new scam that utilises near$-$field

communication $($NFC$)$ technology.

This is when fraudsters get a hold of your banking information, such as your bank card number, the last three digits on the

back of your card or the $$CVV$$ number and can make purchases via a digital wallet. Steyn said the stolen information is

used by the fraudster to link their device to a payment platform, like Samsung or Apple pay. The fraudster can then use this

platform to make unauthorised purchases without an OTP $($one$-$time password$).$Unlike with the normal card not present

$($CNP$)$ fraud transactions that we are accustomed to where the fraudsters would use the stolen card information to make

online purchases which would prompt an OTPs to be sent to the registered cell phone number of the legitimate card$-$holder

for each of the transactions made, NFC$/$digital wallet payments do not require this added OTP mitigation tool for each and

every transaction,$$ Steyn said. There were also instances in the same thread that related to Uber Eats customers getting

billed more than the displayed amount. $$I ordered a meal from Uber Eats on Saturday, and the total, including a tip, was

R$1,256\mathrm{.}00.$ They billed me R$5,938\mathrm{.}00,$ and I$\text{'}$m still waiting for resolution. Once the refund is in my account, I$\text{'}$m deleting all

Uber apps,$$ Steve Claassens wrote.

Uber also responded to him, claiming they were going to rectify the matter. QUESTION $4(36$ Marks$)$

$4\mathrm{.}1$ Based on the above case study, evaluate the importance of quality auditing in the project quality

management process and discuss how it can lead to quality improvement.

$(20$ marks$)$

$4\mathrm{.}2$ "Quality is free" how does this align with the problems related to quality in this article? $(16$ marks$)$