Udrive safety issue & no response for 72+ hours – has anyone experienced this?

Hi everyone,

I want to share a very concerning experience I had with Udrive and see if anyone in the UAE community has faced something similar.

On 2 March 2026 I unlocked a Kia Pegas (plate FF 71209) through the Udrive app in Sharjah (Al Qasimia / Rolla area). The car unlocked normally and I drove it with my family (my wife and kids). Everything seemed fine at first.

After a few hours I stopped for a short time to do some shopping. When I came back, I was shocked to see two unknown men inside the car searching for the key. My family’s bags and belongings were still inside the vehicle.

I had to explain to them that I had rented the car through the app. It was a very uncomfortable and stressful situation, especially with my family present.

The strange part is that in the app the trip shows:• 0 hours• 0 KM• 0 AED

But my bank was still charged 107 AED for the trip.

So it seems the system did not properly record the trip even though the car was unlocked and used.

Since then I have:• Contacted Udrive support by email• Received a ticket (#877029)• Messaged their WhatsApp support number• Waited more than 72 hours

But I have not received any actual response from their team.

Honestly at this point it’s not even about the money anymore. The bigger concern is safety. How could another person access the same car while it was already being used? My family’s belongings were inside the vehicle.

Has anyone experienced something like this with Udrive or other car-sharing services in the UAE?

What would you recommend as the next step:• Bank dispute?• Consumer protection complaint?• Something else?

I would really appreciate any advice from the community.