My complaint:
I ordered a bolt to go home from a restaurant. A few moments after I got home, I got a call and thought maybe I had left something in the car. No one spoke when I answered. Then I got a notification from a bolt driver (not the one who had taken me home) saying that he had arrived. I messaged back saying I had not ordered him and it would make no sense that had as I had just got out of a bolt and just got home. Going back and forth on the chat the driver was insisting that I cancel the ride. Even weirder, the ride was basically the same as the one I had just done but he charged me SEK 269 (where as the trip I had actually ordered and done cost SEK 179).
I complained to Bolt and they initially said they would refund me a reduced amount. I accepted it and then thought – no – I did not order this trip and (as a single female) I did not fee comfortable about the whole situation. In frustration, I deleted my account.
Bolt then emailed me ations of both trips. Further, Bolt emailed me about the complaint I made.
However, they now claim that no account has EVER existed with my email address. This is despite them emailing me and my sending them the emails they sent me ing that they had charged me for two rides (one I did order and one I did not).
I have also provided them with screenshots of my messages with the driver, my old mobile number to which the account was registered and a screenshot of my bank account showing the payments they took.
Suggested solution:
I want the SEK 269 refunded. I did not order this ride and even from the information provided in the ride ation emails it is obvious I would not be taking basically the same ride twice.
