Bolt Does Not Want To Refund My Money

On the 31st August 2023 payment was done using my bank card, I requested a bolt ride which costed R165 to Sandton. The driver accepted the ride and further more cancelled. I received a cancellation fee of R19 .The money was deducted from my bank account and till this day it has not been refunded. I have been in contact with the support agents on Bolt with regards to the matter. The first agent by the name Anderson, told me I should wait 14 days for the money to reflect ion my bank. I than reached out to Bolt support once again on the 18th September still raising the same issue. I was than told to go to my bank with a link given (which did not even contain a URL link) and was told that my bank will need to use this link to assist with the refund. The bank is unable to assist with these types of queries. I have been going back and forth with the bolt support and the matter has still not been resolved.