Extremely Poor Service

I requested a trip from Pinetown to New Germany

The driver accepted my request and I was still getting ready so I put my phone down as he was still 12min away.

And I was unaware that I am already being charged, I only saw when I opened my phone that my trip has ended and I can rate the driver.

So I have sent a complain to Bolt but I still have not received any feedback from Bolt.