I want my money back

On 25/12/2025 I requested on the app and added my bank card as a payment method. That trip went well. On 26/12/2025 I requested again, they debited my account twice and then reversed one amount. When the driver arrived he said the payment was not reflecting on his side. He also pointed out that my payment method was changed to cash. I ended paying the driver cash. I have sent countless messages to them and have been receiving robot responses with the same nonsensical message.