Customer support does not understand complaint/Bolt driver impatient

I requested a bolt drive from my work. The driver then arrived and he got to my location however it was one the back of the building and not in the front where I was located. I then called him to guide him to the front as sometimes the GPS on bolt tend to take drivers to the incorrect stop. Whilst trying to guide driver he then just decided to cancel my ride and then I was charged a cancellation fee for waiting even thou that would not have happened if he just gave me the chance to explain. He drop the call and cancelled. After contacting bolt support to lay a complaint the person who assisted also did not understand what I meant and said that this was rightful done as the driver was waiting 5 minutes for me and I did not come out this was however untrue as I was outside in the front of the building whereas he was in the back. If he had taken my call with patience this would have never have happened. A similar incident took place after I requested again, the difference was that this driver actually listened to me on the call and got to me in time.