Ghastly experience from Bolt South Africa

On the 11th May I used Bolt and my phone dropped inside the vehicle, I called the driver in app (drivers name is Honest Ndebele ironically) attempting to get a hold of him and my phone. The driver intentionally and maliciously blocked my calls in app and his listed phone was not working, needless to say, I tracked the phone, however, by the time I got to the last location, the phone battery had died and tracking ceased on the device. I called my other number (phone has two sims) the phone was answered and the person who answers the phone says that the phone was sold to him. My fundamental gripes with Bolt are:

1. You cannot operate without a phone number as I kept explaining to the online assistants who showed no care whatsoever. 2. How do you not know if your driver has an active phone and that is the listed one? 3. Are your drivers in any way vetted? 4. how do you work and transport people with such low levels of openness and transparency?