Charged for the trip I didn't take

Please everyone be careful when you are using Bolt. You cash payment to be save or you will be charged for the trip you didn't take.

Today I request a bolt from Northcliff to Westonaria. Driver accepted the trip and called me after accepting the trip asking me funny questions. I didn't trust the driver and I cancelled the trip,but R257 plus R20 cancellation fee was changed already.

Now I'm struggling to get hold of bolt for refund as their app is not user friendly.