Bolt Taxiy Poor Customer Service

I left my phone in a taxiy on the 16th of March then i realized when the driver had gone....however i noted that the driver did not start the trip and i had no way of contacting him....it took me a week to get hold of the support team as their app is not user friendly ...i eventually got advice from a friend to DM of which they responded and asked the driver about the phone and gave me the drivers details ....the driver even laughed at me when i called him and now i have to replace a R8000 phone all because i did not have trip information