Bolt card payment

On Sept 23rd I requested a ride using card payment. Driver did not move so I had to cancel the ride. Pre-authorisation still went off my account. And was told to wait for 4-14 days to be reversed into my account. Days went by and still money doesn't reflect. Bolt support team then told me money was released into me account @capitec. Went to the branch and they do not know anything about that. My question is, what happened to my money? My money is not with Capitec and also Bolt claims to have released it. When ever I ask for proof they refuse to give me. You are a ****. I'm not happy because money went off my account and it's now stories when it has to come back.