Bolt request a ride... Drivers side hassling for second income, and no support from support agents.

I am so so angry, and dissapointed, I booked and paid for a ride for my niece and three small children, youngest 4 months, 2 minutes before arrival, the driver message me and said rates has changed and there is additional charges that I need to pay, R20 p/km a total of R1400 so he was insisting I pay the balance which is almost the same amount I already paid. I told him I am unable to pay, because I had to borrow the R779, that I already paid, and had no more to pay. So he just cancelled the ride and left. My niece has been standing outside in the sun, with the children from 7:42 when he refused to pick them up. I reported it on the app, it is now 9:32, and the only thing I know for sure is that the money isn't back in my account, the payment can't go towards another ride, and it might take up to 30 days in some cases to reflect in my bank account. What the hell man, there are children involved here!!! And I have asked for a reply from their support agent Shiny , but nothing, just being ignored. What kind of service are they running? ... No service, no control over what their drivers do, and frankly they don't care about their clients.