Bolt was great when it was named Taxify

I often use Bolt or Taxify when I do my monthly grocery. Last month, I requested and everything was going well up until we reached my destination (Boulders Shopping Centre). The other drivers were apparently on strike so they pulled the driver aside and I got out. After about 15 minutes I see that the driver has not ended the trip. I checked everywhere on the app to see where I can end it and there was no option. I even went outside to see if he is still parked there but I did not see anything. I ended up calling him and he immediately ended the trip. Now I don't blame the driver because he was scared and distracted. The issue I have is with Bolt, I did send a request about this because I ended up being overcharged for this but no response. They clearly do not care about their customers anymore