Bad customer service

I am so disappointed with the customer service from Bolt. I forgot my pencil case in one their driver's car. I contacted the drive after he dropped me off and i asked him if he has my pencil case with my glasses and he said yes. I told him I will contact him the following day to arrange for collection. I didn't know after 24hrs I won't be able to contact the driver on the app. I then contacted the customer assistant on the app and it's been a week now they keep saying they are trying to get hold of the driver they are waiting for his response. Who is able to reach the driver? Now they asked me to open a case. Who has the time to open a case for a pencil case the driver has. I just want to get hold of the driver and get my pencil case with my specs he has it. If you guys can't contact that driver who must? Njabulo has my pencil case with my specs and I need to contact him. That's all I need. I do not need the bad customer service I'm getting on this app everyday. I need my specs.