Bolt - Bolt driver and app support service

The 1st driver that came to pick me up took me to a completely different address even though I asked him from when I entered the cab if he can confirm he has the correct address. He said he does but I could not understand why he was going in a completely different direction. He kept insisting all throughout the drive until 3 mins away that this was what he had on his app. This was a lie as you will see from my trip listings, I have the same postcode listed twice for that day 30 mins apart. What I kept saying and asking him is why he was taking this route to Liverpool Street, and does he know where Liverpool Street is and he kept saying ‘Yes’! But he ended up dropping me in Lewisham. I was not only fuming and frustrated, but he also got angry with me and refuse to take me to the correct location and dropped me off on a back street insisting it was my error and this was the location he had on his app. I gave the driver several opportunities to confirm the postcode and he kept saying it was right. Due to this, I was left calling another cab to take me to the event. Due to this I was not only late but had to pay an additional £25.90 when the original cost from my home would have been less. When checking my trips for that night my app clearly states I did key the correct address/postcode and it shows I have EC2M 2QS listed twice on the same day. This is very worrying and when I recall what happened repeatedly in my head and to friends and family, it shows how unsafe I was with this trip. How am I supposed to trust Bolt Drivers if this type of thing can happen? I also knew where I was going so it was very confusing when he took the route, he said it was directing him. I used the app Support section and all I keep receiving, is your automated messages, given me the same £5 good will gesture, even though I have provided all the information required. This is an additional frustration hence why I have taken to your complaint service via this platform. This is not acceptable to have gone through this type of experience. It was no fault of my own that the 1st driver did not take me to the correct location. The fact that I was left at a back street with no empathy from the driver, I had to know call and pay additional funds to get another driver to take me to my location. I have been planning to go to the event for over 6 weeks and missed the meal I was so looking forward to and this experience ruined the rest of the whole night due to your cab incompetent. Due to this on the way home I decided I was safer taking the TFL and took this all the way home at 1am. I did not get home until 3am but that was better than putting myself in a Bolt that has lost all my trust in their drivers and now Support Team. I do not want £5 I want my ALL my Money Back for both trips which is a total of £43.50. I am a single mum with two kids and in these hard times I cannot afford to pay for other people errors and lack in doing their job properly and effectively. I would appreciate I real staff looking into my complaint and take into consideration the error caused by your driver. I’ve worked in Customer Service for over 16 years and I now if an error was made by a staff, it is adamant the company puts it right!!!! A full refund for both trips is the only way I will not take this publicly and close my account. I have evidence of the trips that day and people will see the postcode twice, with 30 mins apart. I am completely drained by the constant explanation I have had to do via your App Support, so please act quick (Please refer to all the trips listed and all the communication via the app platform). I will happily share my bad experience on your social media platforms/twitter, uploading all the proof from listing of the double trips on the same day to the same location. Plus, screenshots of the back and forth communication via your App Support Automated system. I am not only furious with the way the driver conducted himself but also, I felt very unsafe and vulnerable as he left me in a back street at night all dressed up. As you will see I am an active user, but the trust has gone completely after this experience. I am look forward to a quick and favourable response. I await in anticipation. Regards, Kemi