Bad service

Good day I am experiencing bad service from Bolt. I am sending through emails and messages on their support page online but i am getting no help or response. I have issues of payments that are not being resolved. I paid twice to their driver and he promised to bring back my money till today he is ignoring my calls and messages. This morning i was charged a cancelation fee which the driver never even reached to my pick up location???? Do i keep paying and not getting back my money for all this extra charges???