Extra charge

Good day On the 3rd of August i requested a bolt using card payment for my mother, at the destination the driver told my mom to pay R42 cash. I immediately sent the support a message regarding this and till this date nothing has been done. I went to check our conversation on the support system it has been removed by Bolt. Can i please get assistance in this. We complain daily about Bolt and their driver and they are doing nothing to improve their service or handle their drivers behaviors.