Disgusted by Bolt's incompetence in resolving this the issue

On the 25th of September 12:30 am my friend requested a taxi for us from her phone from Northriding to Pimville. The Bolt driver picked her up, after a while driving they decided to go back to the pick up location. As soon as she stepped outside the taxi,the driver took off with her belongings. Inside her bag were important items such as car keys,house keys, cellphone etc. We called her phone and the driver picked the call and assured us he will bring the bag back in the morning. He never did, we called her phone a couple of times on the 26,27 and 28 to no answer. We complained on the Bolt app and nothing has been done as yet. This has totally disrupted her life due to this ********** customer service from the driver and Bolt itself. No one gave him any indication to drive away with her items still in the taxi. The driver needs to be expelled from his position and be ordered to return her items back to her house. She has lost gigs she was booked for as a results. This is totally unexceptable. We have definitely lost trust in them. Kindly assist in getting her belongings. The driver's name is Clemency Ntiyiso, registration number: FTG125L