Bolt shameful assistance and drivers

My son booked a bolt and his phone slipped out in the car, we manage to call the phone and the driver answered and he kept saying he will come back we even offered to pay for the trip back. He kept saying we stay in Westbury which we do not. We contacted Bolt support and they managed to get the drivers number. Contacted driver, it took hours before he arranged a bolt to drop off the phone, brought the phone but demanded extra money and when we refused to pay the additional money he drove off. Contacted bolt support again and they said we needed to resolve with driver, driver called us ungrateful, but we prepared to honour the trip amount, as agreed, and unable to get the phone back, and bolt support wasnt much help, when i indicated we will then have to then go and make a case both bolt support and driver said sure, pls email the case, yet both bolt support and driver acknowledge the driver has the phone. Please watch you items, because there are decent drivers out there, but how many other people are ******ed to get their personnal belongings back.