Bad service

I am so disappointed by Bolt as my mom uses this service all the time on Teusday,she lost her phone in the drivers car ,when she realised after entering the house she called to her phone and it went straight to voicemail , my mom is 71 and as her daughter I contacted the support team explaining what happened and also giving all the information ,instead of getting the phone back they still asking stupid question which phone did she book on?? Her email address,I sent all this on first contact with support even the reference number for the trip booked. I am so disappointed at the service and to Luke Visser, the driver if you were honest you would not keep the phone of a senior . You would keep it on to be reached . You will lose more😡