Poor customer service and assistance.

On the 02/08/2023 I requested a ride from @Bolt South Africa using a card payment method but on that particular day they had problems accepting card payments so the request was a failed request, I than used a cash payment method but they still to money from my account. I than went on their help line and they said the funds were released and it would take 14days for the funds to show on my account and that I should contact my bank if because they would be the reason for delays if there's any. So I went to Capitec bank and they clearly stated that they need a letter from bolt authorizing them to release the funds, I than relayed this to bolt but the continue to send automated response telling me the same thing I even sent an email to them but they directed me to the app where I still have not received proper assistance but the same automated response and no response to my request for them to provide the letter the bank needs to release funds. Their customer service is below poor.