Bolt driver collected a personal document in JHB for delivery in PTA

Bolt driver collected a personal document in JHB for delivery in PTA. The document was never delivered up until today. We send emails to Bolt to try and locate driver, went to Bolt offices in Sandton, which are closed, than to Randburg...still no help. Bolt rep**** saying the driver said he took document back were he picked it up, which is not true. Document still not received after 6 days. Very poor service received from Bolt SA.