Bolt take your money and dont respond

I've made a booking on Saturday , where Bolt took my money. No driver got back to me. I'VE mailed bolt , requested confirmation. No confirmation. I couldnt wait and booked via Uber. Got immediate response no problem. I've requested a refund. And also informed my bank. Since Saturday I"m struggling to get my money back. The bank requires a authorization letter from Bolt. But I've emailed them tried everything. And still waiting. I CANT BELIEVE the way they are allow to take your money and no service. Please be aware once.they take your money .. this will be so difficult to get a refund. I will never use bolt in the future !!!!!