Bolt with your phone, poor service

On the 18th of June, I hailed via Bolt for a trip for my sitter. On exit she advised that the door was stuck and the driver instructed her to press a button and to try lift the door. She placed her phone on the car seat to lift the door and as she exited realised that her phone was on the car seat. Within 5 mins of the trip ending she called me and we started trying to call the driver. Her own phone was already switched off. When she had gotten out she had tried to get his attention before he drove far as she had immediately realised the mistake. The driver cancelled all call attempts he never answered so I reached out to Bolt. The agent advised they would reach him, this was now the 19th of June. I got no feedback. Today at this point I can clearly see that this driver has taken the phone. I want to rate him negatively as I don't ever want to be matched with him again. If he was honest he would have answered the call and said he hasn't seen it but his behaviour suggests otherwise. Bolt's agent Ifeoluwa responds to this request by saying that its too late to rate and the driver said they dont have the phone. My question is when did you finally reach the driver since there was no feedback till I asked for this?The agent tells me go and file a police case. Totally missed opportunity by this agent and by Bolt. Rather pay an extra R20 and be safe and get good service. Their drivers surely will bolt.