Horrible Experience with Bolt Ride and Poor Support

I just want to share an alarming incident that occurred during my recent ride request on 04/12/2024.

Car Registration: LZ34YZ GP

Incident Details: After requesting a ride to my workplace, I noticed a car matching the provided details parked nearby. I confirmed the registration and car model, waved the driver down, and he picked me up. However, shortly after, the driver took an unexpected route. When I questioned him, he claimed to be following directions on his app. Assuming it might be a shortcut, I didn’t object.

To my shock, the driver stopped at an unfami**** location and insisted we had arrived, even though it wasn’t my destination. When I checked my app, the ride details had changed, showing a new driver 4 minutes away. I suspected the original driver may have canceled my ride and accepted a new one, leaving me stranded.

I was left in an unfami**** area, late for work, and had to request another ride without knowing my exact location. The driver was unhelpful and aggressive, insisting I pay for the incomplete ride.

I reported this incident to Bolt but received no meaningful assistance. Instead, I was sent from one support agent to another, constantly having to explain myself. Despite sharing the order page and case number (***), I was ultimately offered a mere R10 discount for my next ride as "compensation."

This incident was not just about money but the horrible experience and lack of accountability from Bolt. There was no investigation, and I was asked for screenshots of the ride request, which I did not have as I couldn’t have anticipated this would happen.

Bolt’s support system and agents have been utterly unhelpful, and I am extremely disappointed with how this situation was handled. This experience has left me feeling unsafe and unsupported as a customer.