Refund(card payment)

I am not happy with the service, I had paid twice(different prices) for a trip with my card but didn’t get a ride!! Bolt deducted money from my card before even getting a driver for you so they say it’s to make sure your card has sufficient funds but to my surprise I did not even get a ride!! I paid twice what’s sad, I sent them a complaint with my bank statement for a refund to their support centre but I’ve been responded by three if not four people not reading my complaint and the bank statement to help, they just answering things that don’t make sense!!!!! I had to request with a cash payment method so I could get a ride which the driver provided good service. But what must happen to the money that was deducted twice?! Please refund my money!!!