Bad support

I'm really disappointed at how Bolt South Africa is handling my loss. I left my mobile device in one of their Driver's car, the driver is someone whom I use frequently when requesting rides. My problem is the silence I got from Bolt, I emailed them my situation, I got a response which looks like a canned response. I have made several follow-ups but no-one has come back to me. what's the point of having a support line if you are going to only respond one and leave the individual who is looking for support to just wonder and not know what going on!!!!!