Bolt avoiding accountability – Lost item mishandled, case closed without resolution

Title: Bolt avoiding accountability – Lost item mishandled, case closed without resolution

I am extremely disappointed with how Bolt South Africa has handled my recent case (***).

After completing a trip, I left a bag in the driver’s vehicle containing personal items, including milk and juice (perishable goods). The driver confirmed that he had my bag but failed to return it within a reasonable timeframe, despite being informed that the contents would spoil.

As expected, due to the delay, the items have likely spoiled.

The real issue, however, is Bolt Support:

• I was passed between multiple agents with no ownership of the case • I received repetitive, copy-paste responses that did not address my situation • I was given conflicting information about where my bag was left • I was repeatedly told to contact the driver, which I had already done • The case was ultimately CLOSED without any resolution

To make matters worse, Bolt advised me to go to the police — for what is clearly not a ******** matter, but a service failure on their platform.

This reflects a complete lack of accountability.

As a frequent Bolt user, I find it unacceptable that when something goes wrong, the responsibility is pushed back onto the customer instead of being properly handled.

What I expected: • Proper coordination with the driver • Clear confirmation of where my belongings were left • Accountability for the delay • Compensation for spoiled perishable goods

What I got: • Poor support • No resolution • Case closed

I have now escalated this matter further through formal channels, including the National Consumer Commission.

Bolt needs to seriously improve how it handles customer issues and take responsibility for what happens on its platform.

Very disappointing experience.