Very disappointed

DISGUSTING. A BOLT driver accepted a ride and the app said 3 minutes. I could see he was not moving and after 10 minutes I enquired where he was. He was at "Sasol". I then canceled the trip. This is the disgusting part this revolting company charged me R20 for cancelling, when it clearly was the drivers fault. I believe on principal this charge should be reversed. Has anyone ever tried to contact them. It is a nightmare. You cant complain about service from the HQ cause there isn't any.