Pathetic service

I've been using Bolt actively since Sep 2021 after my car accident. 25 July I tried booking a trip home multiple times, the app showed me waiting for drivers and then it would appear as canceled. I made plan for another means of transport after I couldn't book a driver on the app and it was not showing me a driver on the way or anything, after arriving home the trip that I never took was deducted from my account??? I've emailed and asked about it to various service consultants and they are saying things like please make sure your phone was not in someone else possession and that the trip happened. I would like my refund as I feel this is not fair.