Money withheld

On the 08 of Aug I requested a ride an amount of R99 was debited and was never returned. The agents keep referring me to my bank and the bank says Bolt has my money. It's been more than 20 days now and my money has not been returned.. After not complaining about the driver who refused to return my shoes that I forgot in his car now the company is itself is *****ing from me.. Sies I am disappointed!!!!