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Dear GRAB MALAYSIA and GRAB THAILAND,
Good day. I hope this message finds you well.
I recently visited Bangkok, Thailand, and used Grab services for transportation. Upon reviewing my credit card statement, I noticed two amounts that appear to have been incorrectly deducted. I have contacted my credit card issuer, and they have confirmed the deductions were made by Grab. They advised me to reach out to your team for further clarification and resolution.
Below is a summary of the disputed transactions for your reference:
1. RIDE TO MAE KLONG RAILWAY MARKET
Date : 07th December 2024
Time : 11.03am
Amount Deducted : 197 THB (26.30 MYR)
Bank Transaction Code : 022063
Description : I placed an order for transportation, but no driver was available, and I subsequently canceled the order. This amount should not have been charged to my card as the ride did not proceed.
2. RIDE TO AFTER THE RAIN COFFEE & GALLERY
Date : 07th December 2024
Time : 12.52pm
Amount Deducted : 660 THB (88.10 MYR)
Bank Transaction Code : 053775
Description : I initially placed an order, and the driver accepted the booking. However, the driver immediately contacted me, requesting an additional 1,000 THB. Following this, I canceled the ride. Subsequently, I made another order request, which was again accepted by the same driver. This time, the driver canceled the ride. As no journey was undertaken for either request, this amount should not have been charged to my card.
I kindly request that your team investigate these charges and process the necessary refunds to my credit card at the earliest convenience. I have attached the screenshots for your review.
If you need further details or clarification, please do not hesitate to contact me via email or by phone. I look forward to your prompt assistance in resolving this matter.
Thank you for your attention to this issue.
Claimed loss: 660 THB + 197 THB
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Grab’s appalling double charging and ambiguity here is unbelievable. Many Grab users had problems contacting Grab, so I recommend doing it through the app. In the in-app Help Center grab customer support so that a complaint is registered there with all the proof including the transaction details and screenshots. Be aggressive and stress that no service was provided that warranted these charges.
In case Grab does not attend to the issue quickly or even fails to get back to you, escalate by charging back the disputed amount with your credit card company and claim it as un-authorized or wrong deductions. Other than that, state the service that was not rendered and the rule that states it’s not permissible to charge clients in a case where they canceled the rides. Such should be enough to make Grab to react on an urgent basis or your bank do the same.