Frustrated customer

I am livid. I feel like a complete idiot for choosing to use Bolt SA to deliver my package. The ride was booked at 13h30. The collection happened at 13h43. from as of 14h43 to 15h10 the app showed that deliver will be happening in 1min. How is this even possible? Then the app showed that the ride was ended. The receiver of the package has still not received the package. I gave the driver the cell phone number to call when he arrives at the delivery point to ensure he is at the correct address. He didn't bother calling anyone, neither has my package (now 16h30) been delivered. I tried calling the driver from the app to no avail. I tried logging this issue on the Bolt app, but Bolt doesn't seem to give a dam about their client or the issue or losing business or getting bad reviews. Now i sit with a Bolt ride I had to pay and refunding my client the full cost of the undelivered package because I cannot expect him to pay for something he hasn't received. How can you be so disappointing Bolt I am disgusted in the lack of empathy, lack of urgency and just plain 'don't give a dam' attitude displayed here today. Who is going to reimburse or refund me? At the very least i just want my packages back. I will never use your services for personal or business ever again and I will make sure none of the people I know use them either. I want my package, I want Bolt to get it to me at my address. Or we will sue you and your driver, for not following through on this delivery