Bolt ubers cancellation, but you still get debited.

Mu daughter requested an uber on the 1st of January 2023 at 12:34 the uber driver would indicate that he is in the area, however he then canceled the trip . She would request another and same thing happened. She ended up paying R197.00 for an uber that never arrived at her requested destination. The company has still not refunded the child and she is a student