Double debit issue with Bolt - unresolved and ignored

I had a ride with Bolt recently, and they put a temporary preauthorization on my card. However, my bank hasn't released the funds, and to make matters worse, Bolt debited my account TWICE.

Bolt Support told me to call my bank to have the funds refunded. I called my bank at 8am this morning, and they said they don't have a problem with the refund, BUT they need a letter from Bolt stating that they allow the transaction to be refunded.

I went back to the Bolt app chat box and was told they'd have to escalate my case to an agent. I followed up at 10:17am, and I've heard NOTHING back. It's now 15:17 (5 hours later), and there's still no response or turnaround time.

Bolt, please resolve this double debit issue ASAP and provide the required letter to my bank. This is unacceptable service.