Double charge

Good day, I am Mirriam Tloubatla Writing in concern with my rides, on the 10th of October 2024 was doing some shopping at The Grove Mall, and when was done with everything I decided to request a bolt ride, it was sad cause the first time the driver canceled as he was waiting on the wrong entrance, the second time I canceled as the driver wasn't communicating with me and did not arrive at the spot was waiting then they charged me R19 for cancelation, I don't have a problem with that, my problem is that for the second one I canceled they charged me R82 and I did not even use the ride I used the 3rd one which I paid R87, tried reaching out to them and they told me it's their procedure and my money will be reversed within 4 to 5 working days but still nothing, I wrote to them again telling them I did not receive the money yet and now they are telling me I should contact my bank, I need my refund from them and their services are poor as we can only use emails to contact them no landlines or anything we can forward our quires. My contact details *** Email :***

Thanks and hope to be assisted