Overcharged and to date no feedback from customer service after 2 weeks

On 25 October I booked a Bolt to bring stuff from Joburg to Pretoria, the amount showed was something like R360, the driver was so rude because I booked economy and not send but on the send portion ot shows there is a weight limit of 15kg... I book every week a Bolt, when I checked the next morning the amount was dexlined because the driver changed the trip info charging me more than R200 extra...

Booked a query online with Bolt on 26 October and still no feedback, today they deducted the R700 from my account, Maybe I should send Bolt my budget so they can plan my finances for me...

How can they deduct the larger amount if they haven't rezolved the query on this... How can a driver just decide I now need to pay extra sayimg it was 3 people when it wasn't even one person driving.