Lost item not returned by a Taxify driver

I travelled with one of their drivers on Monday evening, the 28th of May from Century City to Summer Greens. His name is Mugove. The service he gave me was pathetic as in arriving he never even got out of his car to help me put the groceries in the boot. Same thing when I got to my destination i had to take off my groceries while he was sitting in his car. The boot was dark so I mistakingly left my son's school bsckpack. A few minutes after he left i realised this & I called him to ask if he can come back. He told me he is coming this way tomorrow and that he will call me & drop it. Since then it has been promises after promises on Thursday I devided to log a complaint about this on Taxify app under lost items. I was surprise to find that their policy is for drivers to leave the items at their office if they cannot take it to the clients but this driver never offered to do this. I received a lame response from a guy called Yannick who apologised about a tecnical issue this driver had about the fee being high than usual R99 instead of R40 and asked me to pay R40 at the bank and send him proof of payment. I think this driver tried to overcharge me on the day but after I told him the general fee he accepted it & I paid him.I told him I paid the driver the money cash as my ride specified and asked about my item. I have not had any response from Taxify support till today even though I sent them 2 more complaints thereafter. I even told them I cannot afford to buy another school bag for my son but they remained quiet till now. Please help. My reference no with them is ********** 83. Regards, Nancy