I have a Bolt account, another device logged into my account & booked a ride - when reported to Bolt - they advised that a notification was sent for the action however there was nothing received & Bolt could not provide proof that it was sent

I have a Bolt account, another device logged into my account & booked a ride - when reported to Bolt - they advised that a notification was sent for the action however there was nothing received & Bolt could not provide proof that it was sent. I have logged a ***** case with the bank. Bolt refused to reverse as the ride took place even though it has been reported as ***** & will not supply the info I requested.