Bolt debiting funds for nothing!!

If there was a rating less than 1 star, that would be my selection. Bolt customer service is BAD!! I was debited for a ride that didn't even take place, the driver canceled the ride after the money went off from my account. Mind you, I was charged for that cancelation. logged my complaint onto their app, I got a case number and all... They said the money initially debited was a "holding fee" (which is new information to me) and the funds would be returned within 14days. I followed up on face book, they then told me that my case was closed so I would need to send my query via the app app AGAIN!!!😡 Also sent an email to make sure. It's been way over 14 days, no sign of my refund. This is theft to be honest with you.