Poor service from Bolt since Jan 2024 till date

Bolt takes money from you when using card payment if Drivers are not available then they tell you to wait until 30days. I have been querying that my Bank needs a Letter or Proof of Refund into my account so that they can trace the funds as there a thirs party but Bolt Agents fail to help. Unfortunately you cant call anyone except using their Bot what what I ride with Bolt daily and l am so ****ed of because their service is *******. Why cant they give me proof of refund into my account simple.