Consumer complaint received 2025-11-18 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Branch Messenger, Inc.
State: VA

Complaint narrative:
On XX/XX/year> while I was on the clock en route to a pickup for XXXX eats, I was contacted by a fraudster impersonating an XXXX employee at XXXX. The call lasted XXXX minutes and XXXX seconds and my son was with me to confirm the details of what was taking place. I also called my wife immediately after to tell her the good news. Once I picked up it played the same automated message that XXXX would play before they talk to you, I'm not sure how it goes but something along the linesbof " this call is being recorded for training purposes ''. They lied and said the current customer was requesting that the pickup I was headed to wanted to be canceled so they them instructed me to do just that through the app and that I would be reimbursed {$15.00} for that trip. I went ahead and did it because I genuinely thought this was an XXXX employee. They then told me that I was being awarded a {$150.00} bonus for my exceptional performance for the month of XXXX, which was true, and then asked if I had an Uber pro card. I told them I didn't and they said for them to send me the bonus and the reimbursement for the trip that I needed to set one up. They walked me step by step on how to set up the card through the Uber pro card app, but they never asked me for any personal information they just told me to insert that information in so I did so. For example, if it said enter your date of birth or the password you want to create. I never shared that with them I just put it in and them told them okay I put it in and they said okay tell me when it moves on to the next step. So when the app was set up there was a balance at the top for XXXX and they told me to hit where it says move funds. So I did and then they had me move it to a XXXX card that after this all transpired and, I found out it was a scam, realized it wasn't a card that belonged to me. There was also a {$10.00} fee for unloading that large amount to that card. They then lied and said that the money may take until the end of the week or a little longer to process but as the days continued I never saw the bonus or reimbursement amount that was promised to me by this fake employee. On XX/XX/year> I decided to dispute this unauthorized transfer through deception to Uber pro card XXXX and the amount they were going to give me was only for XXXX. The claim ID is XXXX. I told them all that I've just told you and they had me change my passcode and unlink that XXXX from my account that was not mine. They then said they were going to conduct an investigation. On XX/XX/year> they responded as follows, We have determined that no error has occurred. If you are able to provide new information, you may request a reevaluation of your dispute. 

We have come to this conclusion because : The transfer was authorized and performed by you in app using secure biometrics, and the money transfer service was completed as requested, so we are unable to pursue recovery on your behalf. 
Note : Uber Pro Card Support and XXXX 's support team for drivers will never ask for your passcode, text message codes, offer a gift card, or ask you to transfer any funds. 
This notice serves as final resolution of your dispute for the above-referenced transactions. If your dispute included additional transactions not listed above, please be assured we are continuing to investigate those. 

If you have any questions, please reply to this email or call us at ( XXXX ) XXXX. 

Thank you, Uber Pro Card Disputes Team. 

I never authorized this transfer using secure biometrics. The scammer walked me step by step on setting up an Uber pro card through the app and then deceived me into believing I was doing all this to get my bonus and reimbursement. I wasn't paying attention to what was really happening and it was all done without consent because I would never give my hard earned money to anyone else. I work very hard for this company and I am really troubled that this took place and during a very difficult time while the government was shutdown and my wife was having to work without pay so I had to step up and work tirelessly only to be scammed and then told they are denying my request for reimbursement. I implore you to please help me get my money back. All of this was done without my authorization and consent because I was manipulated by a scammer under the guise of an XXXX employee deceiving me into doing all of this and even mentioning my stellar performance during XXXX which made it all the more believable for me.

Company response to consumer: Closed with explanation