I contact Lyft and Uber support multiple times a year for various reasons, and I barely even use Line/Pool. Shit happens. If a company is acting as facilitator

I contact Lyft and Uber support multiple times a year for various reasons, and I barely even use Line/Pool. Shit happens. If a company is acting as facilitator and money-handler, they are going to get a lot of customer queries, and they are going to alienate most of them if they aren't prepared for it.