Virtual Card does not refund money.

I'm furious! On 13th June I used my virtual card to pay for a Bolt trip and the driver called me and asked me to cancel the ride. I cancelled, guess what? I didn't get my money back. Mind you I thought its Bolt's fault but then the transaction doesn't show up on my transaction history. What kind of bank is this? How am I supposed to trust you with my money if I can't see transactions and dispute them from the app. We are living in a pandemic, I don't want to go to a branch. It's a 5th revolution these matters should be solved over the phone.

Yes I did send an email and tried calling customer care.