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"Uncollected Ride Fees" with Lyft

God help anyone who has to deal with technology if they are not Native English Speakers.  Technology is not designed to support them.  Accessibility is an afterthought in so many ways, not only in terms of language but also visibility (low vision, etc).

I recently had a ride with someone in a Lyft.  English was not her first language and she was working 2 jobs to support her young child. After she dropped me off, I noticed that I didn't get a prompt to tip her or to rate the ride (another Lyft driver told me that sometimes they can press the wrong button and it cancels the ride somehow)

I started a ticket the next day.  Someone got back to me, the next day, addressing me and my driver by the wrong name. It frankly sounded like a chatbot response. On my app, it showed that the ride has been completed, but that the total was $0. I tried to tip her $10, but even though the transaction looked successful, it still showed up as the ride amounting to $0. (It still looks like that).

Someone else got back to me via email the day after, apologizing for the first email and seeming like a human, assuring me that he had fixed everything and also gave her a good rating.  However, today, I received another email with the subject headed "Uncollected Ride Fees"

The question: Has my driver received her money or not?  How many other drivers have had a similar problem and what is Lyft doing to make sure everything ends up fair and square?

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