Bolt Driver - Cancelling trip mid-way, then insisting on full amount Cash

On Wednesday, 13 April, my son ordered a ride with Bolt. He uses Bolt a lot and his account is linked to my debit card. The driver accepted the ride and collected my son. Mid-way into the ride the driver asked my son if he is going to pay him, on which my son confirmed that it goes through on my card (automatically). The driver took the longest route and stopped for petrol, on which he again asked my son if he will pay him. My son then confirmed again - it is linked to my mom's account. The driver then confirmed that he (the driver) cancelled the ride mid-way. Upon arrival at the destination (17:00) - the driver followed my son into the premises and then insisted on payment. My son then confirmed he does not carry any cash with him and that it used to be the policy (with Covid) that we cant pay cash. My son then exchanged numbers with the driver to confirm that we will sort it out. My son was actually so scared that he phoned one of his friends to be on the phone with him since they stopped for petrol - so she actually heard the full conversation. At 18:01 the driver sent my son a WhatsApp on which he asked if my son will pay him. My son forwarded the message to me and I then took over the communication and instructed my son to block his number. I then thanked him for dropping my son and confirmed that I just want to raise the issue with Bolt and that I will then pay him (and ensure that Bolt gets their part as well). He then phoned me to confirm that nothing went of my bank account - which I didnt deny. He then confirmed that his account has been blocked and he cant receive the payment electronically. I then raised a complaint (from my son's profile) on Wednesday evening - as the 'cancelled ride' was indicated on there, and I was hoping that Bolt will then have the drivers details this way. On Thursday morning he WhatsApp'ed me again requesting the payment. I then confirmed that I was awaiting feedback from Bolt. The driver then confirmed that it has nothing to do with Bolt as he cancelled the trip before the ride. He then phoned me (while I was at work) to confirm that I must sent him the CashSend/E-wallet and that I dont have to take it to Bolt. I then again confirmed that I will pay him, I just need to confirm that all parties involved - get what is due to them. I then even went on Facebook Messenger to confirm with Bolt what I must do, on which they confirmed I must continue to communicate on the App. We then received a response from Bolt (via the App) to confirm that the arrangement we made was between my son and the driver. We can pay the driver what we agreed on (thus the full amount indicated on the application when my son booked the ride). I then confirmed that this is not my issue - my issue is the fact that the driver cancelled the trip mid-ride. On which the response I received was that I am a third party trying to resolve an issue on another profile and that I can go ahead to pay the driver. On Saturday the driver sent me another WhatsApp to say "continue to do this others to use someone for nothing". On which I responded that I will pay as soon as I can confirm how both driver & Bolt can get what is due to them. What if all the drivers cancel the trip mid-ride, how will Bolt make money. He then said "I dont do that there is nothing to do with Bolt, I use my car my fuel to give you service now you told Bolt what's nonsense. One day wl meet again eat that money. I dont like anymore. I then answered the he cancelled a ride midway with someones child in the car. He ended up taking the longest route and stopped for metrol. He works under Bolts name - he got the ride through Bolt (thanks to Bolt). He then phoned me and continued breathing in my ear. I then reported this on the application response as well - on which the response was again - I must pay the driver what we agreed upon. My biggest issue is - if this is no longer Bolt's issue: * The driver got this trip under the Bolt App platform and accepted as such * He then cancelled the trip mid-ride (with someones child in the car) * What if there was an accident or my son didnt reach his destination --- what would Bolt's response be then? We are sorry - the driver cancelled and it is no longer our responsibility * The driver intimidated both my son and myself - and Bolt is basically just shrugging their shoulders? * If this behavior gets through to all the Bolt drivers (cancel mid-trip and then collect the full money), and if you dont - just threaten the people? Where will Bolt end up. * If the account is linked to my name and my son is minor -- why can't I raise the issue from my side? I ended up sending him a CashSend via ABSA - the amount indicated on the app was R68.00, but I sent him R70.00 (as he knows where we stay).

As mentioned in the beginning - my son uses Bolt a lot, and we have never had this issues before. He actually normally gives all the drivers good ratings.