Bolt drivers charged for rides which did not happen

On the 23 September I booked a ride with bolt and twice the drivers came to the pick up location and demanded cash, the first driver even refused to unlock the doors as he was demanding cash upfront, as my payment was already set up as card payment I could not pay the driver cash. October drove off and on the app it stated driving to destination, I then had to cancel the ride but I was charged the driving fee. I booked another ride and same story. I then decided to change my payment method to cash and driver arrived and paid cash in exiting the vehicle Bolt charged for for the first 2 rides and now they say that it is pre authorisation on my card which is ridiculous I want my money back immediately! I even have VN pics of the drivers which demanded cash payment