What was supposed to be a vow-renewing, once-in-a-lifetime romantic getaway leaves the Riverside couple in a real-life nightmare.
Douglas Ordonez and Dominic Adams were excited to celebrate their fifth wedding anniversary in Guatemala, but Uber fares almost $30,000 They left without money while in a foreign country.
“We’ve been planning for about a year now,” Ordonez said of the special trip.
“We were both really looking forward to the trip,” Adams said.
It all started when Adams was in Costa Rica and took an Uber to the airport to fly to Guatemala to meet her husband.
“I took an Uber and everything was fine,” Adams recalls. “The ride was about 30 minutes. I didn’t really think about it.”
Shortly after she arrived at Costa Rice airport, her husband called to tell her that her card was declined when she tried to buy coffee.
It turns out that the 30 minute ride cost us nearly $30,000.
“We sat down to see what the heck was going on, and then we realized that $29,000 had been charged to our account,” Ordonez recalled. “I couldn’t believe it at first, but apparently it was true.”
Costa Rica’s currency is called the colon. When converted to US dollars, ₡30,000 colons is equivalent to approximately $55 in US dollars.
However, the Uber ride was processed as $30,000 in US currency instead of Colon.
Uber blamed the couple’s bank for the failed exchange fee.
“I will contact the bank,” Adams said. “The bank says please contact Uber. It was like.”
Ultimately, the bank told the couple they could appeal the charges, but that it would take seven to 10 days to resolve the issue.
“I explained to them that we were out of the country. We had no money,” Adams said. “So what should we do?”
“I tell them this is literally a $29,000 bill,” Ordonez said. “Uber doesn’t cost him $29,000. Why wait 7 days for this?”
With little cash on hand and no access to accounts, the couple were forced to make major changes to their trip. They postponed their wedding vows and spent the holidays picking up change with what little cash they had brought with them.
After 4 days of numerous phone calls to my bank and numerous back and forths with Uber, the charge was finally reversed.
“Personally, I believe it’s because we posted it on social media,” Adams said. “We were sharing our stories, which is why I think there was an urgent need for someone to fix this.”
The couple’s video post detailing their nightmare went viral on social media and was viewed by millions.
Uber released the following statement regarding the incident:
“As soon as we received the report from the user, our support team immediately addressed the issue and lifted the referral hold that was incorrectly applied due to a bank error in dollars instead of colons. The time it takes depends on each bank’s policy.”
Uber probably won’t get involved with the couple’s future travel or commute plans.
“I will never use Uber again,” Adams said. “I’m going to keep this short. Never use Uber again. To this day, Uber has not contacted me. They have not emailed us back. Before this issue is resolved, We have marked this case as resolved within the app.They were very negligent.”
The couple gives the following advice to those traveling abroad: “Always bring cash and have extra cash on hand,” Ordonez said. “Most importantly, use your credit card only while traveling. Do not use your debit card.”
KTLA has reached out to the couple’s bank about the incident, but has yet to receive a response.
The good news is that the couple has finally renewed their vows. They also said they can’t wait for their next trip abroad, but hope it won’t be another nightmare.
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https://ktla.com/news/local-news/southern-california-couple-charged-nearly-30000-for-uber-ride-while-on-vacation/ Southern California couple charged nearly $30,000 for Uber rides while on vacation