Bolt *****ing from loyal customers

This a formal complain for Bolt EU,I have been debted for the service I haven't received from December.I have escalated this with my bank and they can't reverse the transaction made on numerous times,I further contacted bolt as you can see the attached and they requesting a whole a lot of documents *including a selfie* their reason being due diligence however when my account debted due diligence wasn't done.I normally use bolt services on cash transaction( I have never used my card for this services) so I want to know how did this happen and I want all the transactions that were debted to be refunded urgently.If this matter is not resolved by the 27 of March 2020 I will contact the ombudsmen and escalate it further because this is disgusting really money taken out of your account for rides you didn't request or that wasn't you,this is theft

I hope I'll get a better response now