Please release my money

I requested a ride via bolt. A network error happened and the ride got canceled but my money never went back into my account. I contacted Bolt and they told me that the ride was canceled and the money is pending on my banks side. I went to the Capitec Jabulani and they were confused as to how to assist me, they called their call center and the call center requested me to send a letter from bolt stating that the ride never happened. 1. Money is still being held by Capitec I can see it on my balance but cannot access it. 2. Bolt advised that they dont have a process to draft a letter that Capitec is requested but I have it in writing on the App from bolt that the issue is not on their end Very disappointed after being a Capitec bank customer for 15 years and this is the treatment I get from them. I need my money back , you can see it on your system please just release it back to me.