BOLT SA- **** BEHAVIOUR

I am writing to formally register a complaint regarding two recent incidents involving Bolt rides, which have resulted in unwarranted charges and an ongoing issue of unauthorized pre-authorization holds on my bank accounts. These incidents have left me deeply frustrated and dissatisfied with the level of service provided by Bolt. The first incident occurred on September 24, 2023, when I requested a Bolt ride that I later had to cancel. As a result, a cancellation fee of R19 was legitimately charged. However, the pre-authorization fee of R275, which was supposed to be released back to my account, has not been refunded. When I initially inquired about this issue, I was informed that it would take up to 14 days for the pre-authorization hold to reflect back in my account. Yet, it is now 14 days later, and I have been told that I must exercise more patience as the process could take up to 30 days. This sudden change in the timeline is highly concerning. The second incident took place on September 29, 2023, when I requested another Bolt ride, but the driver arrived with a different vehicle and registration than what was displayed in the app. In light of this discrepancy, I canceled the ride. Subsequently, a fee was charged for "making the driver wait," despite the fact that this occurred during a dispute over the change in the vehicle. A pre-authorization fee of R315 was taken for this ride, and, like the previous incident, it has not been released. When I contacted Bolt to address these issues, I was told that the pre-authorization funds have been released on their end and that I should contact my bank to resolve the matter. It is important to note that I used different banks for these transactions, and both banks have provided differing responses. One bank is unable to trace the pre-authorization amount, while the other has requested an authorization letter from Bolt to process a reversal. I have relayed this information to Bolt, but to date, no action has been taken.

In total, a sum of R590 is owed to me due to these discrepancies and unauthorized charges. I find it both frustrating and concerning that Bolt seems to be shifting the responsibility onto my banks while failing to resolve this issue promptly and effectively. Moreover, Bolt's lack of a direct contact number to address such cases and the inadequacy of their "support team" response further exacerbate this situation, as it leaves customers in the dark about the progress of their cases.

I am deeply dissatisfied with the service I have received from Bolt and view this situation as a serious matter of concern. I kindly request the immediate resolution of these issues and the prompt refund of the aforementioned amounts I am rightfully owed.