Am not happy with Bolt

I requested for bolt on the 30th of November 2023 from Vaal to jozi and the trip was R398 card payment. When the driver arrived to pick me up he told me I need to add the money and make it R700 as my destination is far , I refused and told the driver I will only pay the amount that bolt charged me and he canceled my ride. My money was already deducted from my account, I reported the matter on the bolt app and was promised I will be refunded within 21 working days .when I follow up with them am taken from piller to post with no help.i send emails and follow up on the app daily but it looks like they are not willing to refund me my money.