Ola - app payment problems in December (debt collector involved)

[Isochronous]

So it seems that there was a problem with the Ola app from around Christmas time which means that credit cards were not able to be charged. Some of us have now received correspondence from debt collectors demanding payment for the fares. This is pretty annoying especially since:

1) the payment link provided by the debt collector imposes a 2% surcharge for CC payments. Ola app normally has no surcharge - yet we are being asked to pay extra due to their own technical incompetence.

2) in my case I chose to use Ola for the ride concerned (after comparing to Bolt which was slightly cheaper) because of the Amex cashback offer at the time. So it's a double whammy.

Anyone else in the same boat?

 

[oz_mark]

I did try to book an Ola a few months back, and it wouldn't let me until I cleared my debt, which i didn't even know I had!

 

[glasszon]

So it seems that there was a problem with the Ola app from around Christmas time which means that credit cards were not able to be charged. Some of us have now received correspondence from debt collectors demanding payment for the fares. This is pretty annoying especially since:

1) the payment link provided by the debt collector imposes a 2% surcharge for CC payments. Ola app normally has no surcharge - yet we are being asked to pay extra due to their own technical incompetence.

2) in my case I chose to use Ola for the ride concerned (after comparing to Bolt which was slightly cheaper) because of the Amex cashback offer at the time. So it's a double whammy.

Anyone else in the same boat?

Ouch, how much are we talking about here?

Have you checked your credit report? You have far bigger problems to worry about if they actually listed the "default" in your credit report.

 

[samh004]

I had a ride around Christmas too, just the one, but used Apple Pay. Just opened the app and don't see any issues flagged, so assume my payment managed to go through properly?

 

[Daver6]

I did try to book an Ola a few months back, and it wouldn't let me until I cleared my debt, which i didn't even know I had!

I had a similar experience about a year ago. Seemed I somehow owed $1. I made multiple attempts to contact Ola via their support but they were unresponsive. I've just stopped using Ola now.

 

[SOPOOR]

how much info do they acutally have of you when signing up for the app??

if its just a name and address and credit card, can a default even be lodged against your name, and maybe the debt collection notices are just a fishing exercise like the "private car park" fines,

oh and for a company to screw up their payment system, and then send debt collection notice to users due to their stuff, in my eyes, disgusting

 

[i0sam0i]

I had the issue before Christmas. Couldnt book another ride due to non-payment of the first ride. Their technical support team were incompetent. Took about 5-6 weeks for them to confirm their app was the issue (correspondence every 2/3rd day) and then issue a credit.
I tried visa and amex. Would get a white screen or app would crash trying to make payment. Last straw was when they said I need to discuss with my bank...
I won't use them again due to this.

 

[Tommo_Aus]

Interesting, I started using Ola at the same time due to the Amex cashback. Thought I'd use it again around February this year (Velocity points offer) but when I tried to book a trip the app said something like my account had been suspended. Left me very confused, I'd taken one trip and the payment went through, didn't have a go at the driver...

Anywhose sent a query to support, likewise never heard back. Uninstalled the app and moved on, they aren't the only rideshare around, not worth it if this is their idea of how to treat customers.

Wonder if this technical issue is what caused my account suspension.

 

[oz_mark]

I had a similar experience about a year ago. Seemed I somehow owed $1. I made multiple attempts to contact Ola via their support but they were unresponsive. I've just stopped using Ola now.

It was weird. They had the card number and authorisation, and they only pinged me when I tried to book a ride.

They do seem to have a problem in their processes.

 

[Isochronous]

how much info do they acutally have of you when signing up for the app??

if its just a name and address and credit card, can a default even be lodged against your name, and maybe the debt collection notices are just a fishing exercise like the "private car park" fines,

oh and for a company to screw up their payment system, and then send debt collection notice to users due to their stuff, in my eyes, disgusting

Just name, email and phone number I think. Also, I just checked the app and I have 3 different credit cards saved to it - so why don't they just go ahead and charge the card again or one of the others?

Ola don't offer a credit facility so the only way I can see them getting a default lodged on the credit report is if they sue and obtain a court judgment.

I had the issue before Christmas. Couldnt book another ride due to non-payment of the first ride. Their technical support team were incompetent. Took about 5-6 weeks for them to confirm their app was the issue (correspondence every 2/3rd day) and then issue a credit.
I tried visa and amex. Would get a white screen or app would crash trying to make payment. Last straw was when they said I need to discuss with my bank...
I won't use them again due to this.

Agreed, they're impossible to contact! I had an automated email from Ola directly long after the ride saying they couldn't process payment and sending me a link to make payment. The link takes you into the app but then does nothing and the support tab also wouldn't let me contact them either.

 

[p--and--t]

This says to me I should avoid and look elsewhere- 90% less than satisfied customers

Ola Cabs reviews

Ola Cabs (Taxi / Rideshare App & Transfer Service): 1.3 out of 5 stars from 965 genuine reviews on Australia's largest opinion site ProductReview.com.au.

www.productreview.com.au

 

[anat0l]

This says to me I should avoid and look elsewhere- 90% less than satisfied customers

Ola Cabs reviews

Ola Cabs (Taxi / Rideshare App & Transfer Service): 1.3 out of 5 stars from 965 genuine reviews on Australia's largest opinion site ProductReview.com.au.

www.productreview.com.au

To be fair, I think nearly every other ride sharing company also has a less than stellar overall rating.


I only caught wind of this issue via the AFF newsletter and am lucky that, despite using Ola quite a few times since Dec 2019, I haven't had any issues. Or, at least there haven't been debt collectors coming after me.

It was only ironic as I was in an Uber this morning discussing with the driver some of the ramifications of these 'faceless' companies with no human presence or representation in the jurisdictions that they operate. It's getting ridiculous now that a debt collection agency has been engaged: just means that Ola has washed its hands of any responsibility and the debt collection agency is solely focussed on recovering the debt, no matter if the original debt sold to them was illegal.

I hope for a good resolution to your case, Isochronous. You probably won't be able to ever take an Ola again, though I doubt the relationship will be missed.

 

[cmon0005]

Just checked my Ola, luckily it seems all my payments were successful. phew.
Hope you get a resolution Isochronous!

 

[PeteMac007]

If OLA doesn't advise of a dispute process, then they haven't got a leg to stand on.

The fact that OLA don't offer credit accounts means the burden should be on them to provide you with a payment solution and not simply release the hounds

Debt collection guideline: for collectors and creditors - 13. If liability is disputed

Collection activity (including credit report listing) should be suspended if a person contacted about a debt claims that: they are not the alleged debtor the debt was never incurred, or the debt has been paid or otherwise settled and you have not already confirmed their identity and liability.

www.accc.gov.au

1. It is misleading to state or implies that the debtor must prove they are not liable for the debt. In legal proceedings, proof of the debt lies with the person alleging the debt is owed to them.
2. If the parties are unable to resolve a dispute about liability for a debt or the amount owed, you may have an obligation to advise the debtor of internal or external dispute resolution processes available—see further under part 2, sections 22, Resolving debtor complaints and disputes and 24, The role of independent external dispute resolution schemes.

 

[SOPOOR]

hope the fees they paid in getting the debit collectors involved, outweighs the $$$ recovered

their fault for having a faulty payment system, and then you cant contact them to resolve anything

cant have your cake and eat it

 

[nfw]

Easy, teach Ola lesson in manners and customers service and vote with your backside. They might notice a difference when there is NO revenue.

 

[AFF Editor]

Ola eventually responded to enquiries from Australian Frequent Flyer around a week after we sent them. They say that they have now set up a dedicated team to look into this and will look at reversing incorrect charges on a case-by-case basis, but only if customers contact Ola directly.

You can read Ola's response here - Ola Promises to Reverse "Wrong Charges"

 

[KiwiFlyer79]

I did try to book an Ola a few months back, and it wouldn't let me until I cleared my debt, which i didn't even know I had!

I had the same experience and wanted to delete my account. I contacted their help desk who told me to just delete the app. When I said I wanted to remove my credit card details and close my account before I deleted the app so no other dodgy things could happen with my card they told me to delete my credit card details in the app but I get kept getting the account locked error message and the app would glitch.

I exchanged at least half a dozen emails to be able to unlock my account. Finally after about six weeks they did something at their end and I was able to delete my credit card details and then the app. I will never use OLA again and I can't believe that they were able to secure such high level marketing sponsorship as the Wallabies advertising their product. Clearly no one in the team was actually using the app!!

 

[SOPOOR]

" Ola said that they take customers’ complaints seriously "



at least if you are going to lie, make it believable

 

[Daver6]

Ola eventually responded to enquiries from Australian Frequent Flyer around a week after we sent them. They say that they have now set up a dedicated team to look into this and will look at reversing incorrect charges on a case-by-case basis, but only if customers contact Ola directly.

You can read Ola's response here - Ola Promises to Reverse "Wrong Charges"

Are they serious? Why would I want to waste any more of my time contact their useless support to fix THEIR mistake? I've wasted enough time being ignored when I initially contacted them about this. It is MUCH easier to just never use Ola again and use Uber and Didi. The Ola team must be smoking some serious crack if they think this is how you retain customers. Here's a free tip to them. How about they reach out to customers who they have wronged (or been ignored by support), apologise and offer a credit/discount if we give Ola another go.