Bolt: Request a Ride 4+

Money return issue

I have used Bolt taxi service only few times. Recently I’ve decided to try scooters and used this service last 3 days 2 times per day. Every time I was charged 150 UAH, but real price of my trips were from 19 to 92 UAH. I was wondering when the difference comes back to my bank account and contacted support service. They told me that usually it's pretty fast and I need to contact my bank to learn this info. But my bank told me that the money is still blocked because they didn’t receive request from Bolt to unblock. So I came back to support service and gleaned that this process can take from 1 minute to 14 days. So now I’ve already paid 900UAH, meanwhile my trips costs are only 238UAH. It means that if I continue using this service in the same way during next days, I would pay around 3300 UAH deposit during next 14 days, till Bolt starts to return my money back… Meanwhile support service can’t help otherwise than copying texts from the rules’ book.
Such kind of service looks absolutely ridiculous and weird, especially in our conditions of war and economical situation in Ukraine. I don't think that many people can afford making deposit of about 100$ just for scooter service... Of course I will not continue using it until I receive my money back. And my future usage frequency will depend on money return as well. Don’t really get this witty logic, but you will get less money for sure.

Application for the return of unjustifiably withheld funds

Hello! I have a very similar situation to other commenters here. From time to time, I needed to book a scooter, for which I took 50 UAH as a reserve. My trip to the subway costs about 20 UAH, so for the entire time of use, I have never been refunded the remaining 30 UAH. After I complained to Bolt tech support, the amount for the reserve was no longer deducted from my account. But the previous funds were never returned to the account. The same situation is if you reserve a scooter and cancel the reservation, the funds are almost never returned. I have already accumulated a large amount that Bolt has not returned to my account. In addition, now I have been warned for violating the rules of using the scooter. These violations were not specifically explained to me, but I was simply given general instructions on how to use the scooter. I didn't understand what rights were violated, so for now I was simply blocked.

It's a very strange company policy when, in addition to not refunding your money, they block your account without any explanation. Please resolve this issue at last, otherwise I will regularly write bad comments and leave complaints to technical support until at least my money is returned to me and my account is not unblocked, as I will not use your service in the future.

Developer Response ,

Hello Svyat! We are very sorry to hear that your profile was blocked. We only charge users once the order is finished. After creating the order, the fee you see in your bank is a temporary hold, which is needed to check the selected payment method. The money stays in your bank account. This difference may appear in your bank app without any notification, so we recommend manually checking your bank statement. In order for us to double-check these payments, please contact our support team in the in-app chat. We will need the date and amount of payments in question. Also, if you still have questions about the block, don't hesitate to ask them in the chat. Our specialists will do everything to help you in the best possible way.

The info about drivers is fake , be careful,and save your life!

I am living in Ukraine, Kyiv.
Usually take bolt , because they have a lot of cars. BUT, for the last 2 months i faced a lot of issues with the app and drivers who are working through this app. For example, today i picked a car. Driver was near, so the app said it is already here. But i haven’t seen any car, so i called the driver by number in his account. The person picked call, i asked his name - it was the same as on app, he said that he has no idea why a lot of ppl calling him everyday and ask about taxi as he is not working there and probably something wrong. I was trying to cancel this drive, but the app said i should be charged half of the price for waiting. Okay, i tried even this and then the app said “error occured”.Then unknown number called me and person said that he is waiting me, i found him. But the name and his face is not the same as in the app. I tried to contact support, but there is no live chat or telephone number. Only mailing.

So , dear Bolt , how you may guarantee safe trip if every person may fill the info that isnt real and the support is not available ? I am still waiting for the answer , it is about 12 hours already. Thanks God it was morning, allot of ppl around.
I DO NOT RECOMMEND U TO USE BOLT if you want to save your life.

Developer Response ,

Hello. We are sorry that you faced this situation. Please inform us about it via the app (the Support section) or by sending a message to ukraine@bolt.eu. We will check everything and take appropriate measures towards the driver. Kindly note that the answer of the support team you need to check in the Support section - Inbox.