I ordered a ride 2 days ago on the 8th September my jacket had tore in it and my purse fell out in the ride

I ordered a ride 2 days ago on the 8th September my jacket had tore in it and my purse fell out in the ride. When I realized I lost it I contacted the driver he acknowledged he has my wallet and that he is an hour away from me and told me to pay R150 to him to bring it back..i reported it to bolt but you can not call them only communicate with the app screenshot attached talking to an automated system makes it impossible to get help it does not give you an option to type or having conversation with a person. Do I need to go as far as to report this to the police for now the driver is not responding to my messages I Did Not Ask for this to happen to me my security at risk bank cards and I'd is gone and bolt does not care. People be careful in using the bolt because this is how they operate.