Bolt Driver Service TERRIBLE! DONT USE IT

Bolt driver's accept rides and cancel them and you still get charged for the ride. Recently,on my very first attempt to use the service, this happened and I contacted their support. I was told the reimbur*****t would reflect within a week which has not happened but the ticket was closed and I don't know how to follow up. Today I tried to get a ride and this happened again!! I texted the driver to ask him where I can meet him because the city was grid locked with traffic and he simply cancelled without a response. I WAS CHARGED FOR THIS!! and now that I want to complain on the app, this "ride" does not appear in my history so I CANT report it! This is by far the worst service ever!!! Don't use it!