I and many other Eats drivers believe Uber disconnects veteran drivers from a specific high paying promotion. It comes in the form of a glitch, but when we try to talk to customer service, we are stonewalled and lied to. It is hard to find accounts of the problem online, as it is so spread out, but the best source is here. A lot of what I am about to outline is also described from The Ride Share Guy; except for the fact that it is now impressively impossible to talk to a live support agent about account problems.

First it is important to understand the two basic types of promotions Uber Drivers encounter daily. Boost, and  Surge. In short, Boost is scheduled with a specific location, Surge is more random and is presented as a heat map with dollar amounts over it. A driver encounters the heated area on the map and they then have a "+$x.xx" on there screen that doesn't go away until they either:

1. Go offline
2. Pick up a delivery, which doesn't always qualify for surge

Customer service will try to use the fact that every delivery doesn't qualify for a surge as reason for someone not getting paid, but this doesn't apply. First of all, this started in October of 2020 (for me) and I was between 800 and 900 deliveries. I am almost to 2300 deliveries and haven't received a single surge, despite picking them up almost daily.

Some other tactics Uber Customer Service has tried include:

1. Explaining surge goes away when you go offline, and not listening when you tell them you stayed online.
2. Asking you to hold and then hanging up.
3. One customer service agent tried telling me boost and surge are the same thing.
4. Tell you it is being taken care of, they will be in contact, and nothing ever happens.

In the rare chance the support agent would look into the problem, they would always come back weird in some way. This was before they got rid of phone support, now customer support is over a chat and this is how they ignore us:

1. You state the problem, it sends back a copied message with a persons name. It is the same information drivers find after googling the issue.
2. The chat "requires no further response" without asking if the problem is solved. It is closed immediately. 
3. If the driver opens the chat back up, whatever reply they sent is ignored and they have to reinstate the problem, rinse and repeat step one.

Uber knows about this glitch, it may not even be a real glitch. It happens to random drivers across the country and there are so many little variables it makes it hard for us to explain. Not only this, but the actions of customer support makes us incredibly anxious and emotional, until we ultimately give up.

With this petition us Uber Eats Drivers demand an explanation for why we are not being payed surge charges that we used to receive.  Surge would increase my payout by up to 300 dollars a week and it looks like that was just turned off one day. 

THIS HAPPENED BEFORE UBER DRIVERS FOUND A WAY TO "HACK" SURGE. THAT IS A SEPERATE ISSUE.

We drivers also demand reasonable and caring support. We don't want customer support we want HR. There used to be in person hubs for drivers but those are mostly gone.

We beg for your support, a lot of drivers are owed a large payout for all the Surge deliveries that are promised and then denied to us on a daily basis. We can't even get an explanation. I have included more examples below, you will find the drivers are incredibly frustrated.

https://www.reddit.com/r/uberdrivers/comments/2dngku/uber_refuses_surge_pay_to_driver/

https://www.reddit.com/r/UberEATS/comments/jc8fau/surges_still_not_being_paid/

https://www.reddit.com/r/UberEATS/comments/jarkek/just_checking_i_havent_received_a_single_surge/

https://www.reddit.com/r/UberEATS/comments/ooqt4s/what_is_going_on_with_surge_pay/

https://www.reddit.com/r/UberEATS/comments/p4ns2g/surges_are_backand_again_they_arent_paying_them/

https://www.uberpeople.net/threads/no-surge-pay.415426/