Substandard customer support, badly thought out account recovery procedure

After forgetting my phone in a Taxify car on March 31st, I sent the customer support several emails asking for help contacting the driver, attaching the receipt of the ride to my numerous queries. A few days after I managed to buy a sim card with my old number and log into my Taxify account using a friend's phone (it is impossible to log into your account and contact customer support through the chat without the number it is originally associated to, thus making it a very complicated procedure for people losing their phones in driver's car to ask for help- and I am positive that must be a recurring issue).

I only received an answer 12 days after my first email which is unbelievably long. I was informed that Taxify would get in touch with the driver to inquire about my phone.

Immediately after I received an email from them confusing me with the actual driver and asking me to confirm that someone had lost a phone in my car. Great job. I corrected them, and it now has been 8 days since I heard from them.

I do understand that my lost phone isn't their responsibility, however, a company does have an obligation to communicate efficiently with their customers, and to answer queries, if possible with professionalism. If they hadn't ignored my reaching out for 12 days I may have had a chance to recover my phone. At this point the driver has probably thrown it out or given it away and I can't really blame him.

Such inefficient and slow customer service makes me very hesitant to use the app or ever recommend it in the future, since I do not trust them to deal with any possible issue that may arise when using a transportation service (payment errors, undue charges, reporting possibly dangerous experiences, etc).

Customer service matters.