Bolt SA can't contact driver to return an item which the driver purposely drove away with

On the 22nd of Sep 2023, I booked a Bolt taxi trip for a friend of mine. The pick up address was my friends address and the destination address was my address. As I was monitoring the trip I received a call from my friend in the Bolt requesting that I change the destination address to the BP garage as the driver wanted to view and possibly purchase something from my friend and the garage had better light to be able to view the item. I changed the destination address as requested. A few mins later I received a call from the Bolt driver shouting at me and wanting to know why I had changed the destination to which I rep**** to say that my friend called while in the vehicle to request the change. The driver then demanded that I walk over the bridge to a different garage as he stated that he was not going to come to the BP. The driver called again a minute later and demanded that I hurry up, I told him that I am walking and asked where my friend was but he never answered me. After that call my phone battery died. This situation also made me feel uneasy so I returned home to charge my phone in order to get back in contact with the driver. I had just walked in my house door when I heard a knock at my door. To my surprise it was my friend and he told me that when they stopped at the other garage over the bridge my friend got out of the vehicle to smoke a cigarette and all of a sudden the driver drove away from my friend with my friends work bag still in the vehicle. I tried calling the driver to no avail.So I explained the problem via email and requested that Bolt SA, investigate and use the safety recording features(inside the vehicle as well as on the app) to find out for themselves what happened and to instruct the driver to bring my friends work bag back. Well after almost 10 emails between myself and Bolt there has been absolutely no change and my friends bag has still not been returned. I requested a contact number for a manager at Bolt but none of the probably 8-10 different email consultants who responded to my emails provided me with any sort of contact number as I, the customer requested. So I would like to again request that a manager at Bolt SA please contact me in order to resolve this unreal and traumatic experience.