📱 Social media escalation
All accounts →Public posts with your order reference + screenshot get faster responses than in-app tickets. Tag multiple accounts at once for best results.
Part A: Escalation Ladder
Executives who respond to reputational and regulatory pressure
Country lead for Uber Eats Kenya. Reachable via LinkedIn. Executive escalation is effective for unresolved cases involving M-Pesa payment failures. Note: executive roles change periodically. Verify this person's current title on LinkedIn before reaching out.
Regional escalation above country level. Copy on executive LinkedIn messages if country-level escalation fails. Note: executive roles change periodically. Verify this person's current title on LinkedIn before reaching out.
Part B: Financial Dispute Routes
Payment processors and how to dispute charges directly
Gladys is the Payment Service Provider (PSP) that processes Uber Eats Kenya transactions. It is licensed and regulated by the Central Bank of Kenya, with banking services provided by Diamond Trust Bank (a tier-1 CBK-regulated bank). To dispute a charge: contact Gladys directly at support@joingladys.com or help@joingladys.com, or call +254 798 696421. Provide your transaction reference number. As a CBK-regulated PSP, Gladys is obligated to investigate and respond to merchant payment disputes.
M-Pesa payments in the Uber Eats Kenya app are routed through Gladys (the platform's CBK-regulated PSP). If Uber does not refund: (a) First contact Gladys at support@joingladys.com — as the PSP they can trace and reverse the transaction. (b) Also call Safaricom M-Pesa on 0722 000 100 and raise a merchant dispute using your M-Pesa transaction code (format: SL7XXXXXXX or similar). Safaricom and Gladys are jointly able to trace the payment end-to-end.
Card payments (Visa/Mastercard) processed via Flutterwave or Stripe. Contact your bank to initiate a chargeback for unresolved disputes.
Part C: Regulatory Authorities
Official bodies that can investigate, fine, and compel refunds
File complaints about deceptive or unfair trading practices. CAK can investigate and fine Uber for systemic consumer harm.
Regulates M-Pesa and all mobile money operators. Report unresolved payment disputes involving M-Pesa transactions.
Regulates digital platforms and app-based services. File a complaint if Uber's app systematically misleads consumers.