Bolt customer service is beyond poor and never use card payments with them

I requested bolt using the card payment apparently the driver came driving a diffent car, I saw on the app saying driver arrived I phoned him asked you arrived where he then told me that his driving a different car not the one registered on the app I told him it's not safe he must cancel the ride he told me to cancel it which I did and the app sent me a note to say they will charge me R19.99 for their driver who's driving a car that is not registered on their app, but they took R178 from my bank account and now I'm asking for refund Bolt is failing to refund my money....