Bolt refunds

Never using my card on this app again, I have a pending refund from the 27th March, I was initially told it would take 14 days for the funds to be refunded however funds are still not released, bolt says check with my bank and my bank is saying they need a refund authorization letter which Bolt seems to not even be aware of. I am going back and forth with my bank and bolt simply because their systems are not up to standard, completely unacceptable.