Bolt Refusing Refund for Cancelled Ride – Bank Requires Authorization Letter

I am lodging a formal complaint against Bolt South Africa regarding a refund that has not been processed despite repeated follow-ups.

On 27 December 2025, I requested a ride via the Bolt app and later cancelled the trip. The amount was debited from my bank account. Bolt advised that the refund would be processed within 14 to 30 days.

After the refund period passed with no refund received, I contacted my bank (Capitec Bank) to investigate. The bank confirmed that the funds were successfully sent to Bolt on 1 January 2026 and advised that for the funds to be reversed or refunded, they require a letter of authorization from Bolt confirming that Bolt did not receive or has released the funds.

I then contacted Bolt multiple times. Bolt has now stated that they do not issue authorization letters and advised me to submit a bank statement to my bank instead. However, Capitec Bank has confirmed that a bank statement is not sufficient and that they cannot process a refund without the authorization letter from Bolt.

As it stands: • Bolt says they cannot issue an authorization letter and will not refund me • My bank confirms the money was paid to Bolt and cannot refund me without Bolt’s authorization • I am left out of pocket despite cancelling the trip and following all required procedures

This matter has gone back and forth between Bolt and Capitec with no resolution, and I believe Bolt is failing to take responsibility for funds that were deducted for a cancelled service.

I am requesting urgent assistance from Bolt to either: 1. Issue the required authorization letter to Capitec Bank, or 2. Process the refund directly without further delay

I have acted in good faith and followed all instructions provided. I would appreciate Hello Peter’s assistance in escalating this matter so that it can be resolved fairly and promptly.