Kurt said he submitted a request in the driver app for a fare review but the company said was calculated correctly. (Uber told CNN Business this was an automated response sent in error.) He called driver support, which indicated that agents were unavailable during the weekend. He sent a direct message to Uber Support on Twitter, which was met with generic responses. As a last resort, he publicly of his earnings receipt, which went viral. Shortly after, someone from Uber's support team called him directly to discuss what had happened. "Due to a software bug, fares for certain trips booked through our new Reserve product were miscalculated. This was a terrible customer experience for drivers, and for that we apologize," an Uber spokeswoman said in a statement to CNN Business. "We've ensured drivers have been paid in full for all affected trips, fixed the bug, and have put new safeguards in place."