Bernard Moses, an Uber driver for nearly a decade, faced sudden account deactivation following a customer complaint, losing access to his primary income source. Despite having a high rating and over 20,000 rides, he encountered a frustrating lack of customer support, marked by endless automated prompts and unreturned calls. This incident not only affected him as a driver but also impacted his ability to use the service as a rider. Moses's experience reflects a broader issue for gig workers who rely on these platforms yet are subjected to arbitrary account management practices that can disrupt their livelihoods.
Moses experienced "deactivation" from Uber, a moment when dedicated gig workers are abruptly cut off from their source of income, forcing them into endless customer support loops.
The experience of being locked out evokes feelings of helplessness, underscoring the challenges faced by gig workers when tech companies treat their accounts as disposable.
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