Disgusting attitude from Bolt Drivers for short trips

My mother waited 2 hours today for a Bolt taxi that was allegedly 4 minutes away. It just never arrived but the driver didn't have the courtesy to call her and explain the problem. She eventually had to restart the progress. The second driver responded promptly and took her safely home. He told her lots of Bolt drivers don't want to do short trips such as my mom's, which is about 2 kilometres. It is disgusting that people can't get taxis on a short hop. Not everyone can drive and not everyone can walk. My mom is in her 90s and cannot carry heavy parcels 2 kilometres. We are sick of problems with this company, we have more problem trips than straightforward ones.