Bolt withheld refund

On the 06 October I requested Bolt multiple times using the my card and it withheld the payments but didnt charge me, now their saying funds maybe reversed after 15 days. I have tried to raise this with their robot but I'm not reaching a solution, the robot transferred me to an agent but still no one can help, my question is why did bolt withhold funds from my account, knowing it will take long for it to be refunded by my bank. The funds are almost R1000 and I need those funds urgently.I have called my bank and their saying I should contact Bolt this is so frustrating