Bolt support is not helpful

Mom mom requested a ride yesterday and her trip was less than R100 so the driver did not have change so on arrival on her destination she stepped out of the car and went to look for change then gave the driver the money and the driver left with her bags, she tried stopping him and failed she immediately called him his phone was off. Called after few minutes the phone was answered by a lady who indicated that the driver left the phone at home. She reported the matter to support and was told they can't reach the driver she must wait 24hrs today she was told to go n open the case as the driver said he didn't see any bags? She was sitting in the front seat, how can he not see the bags?

Bolt is not assisting us with anything they just said my mom must go and open a case at the police station and they will cooperate with the police