Refund

I have been having an issue with a refund. Bolt SA pre-authorised R131.00 on an R22 trip on 20 July 2022 and it has been a hassle to get a refund. After I queried it, I received a notification through their app that a refund would take up to 1-14 days. I waited 14 days for the refund only to be taken from pillar to post. It has been now 17 days. THey asked for a ban statement which I provided and still came up with an excuse to refund me. I then highlighted the trips from the 19th - 20th and they confirmed that I was charged twice but I need to contact my bank for the double deduction. Upon doing that, the bank said there are no outstanding amounts but will investigate which takes up to 48 hours. What I don't get is why Bold did a pre-authorization on this trip because I am a regular user and have NEVER experienced such.