Green GSM payment issue

Hello, I want to share and ask for advice as well. Yesterday, I used Green GSM to go to work from Balintawak to Cubao. I only use the app if I know I am going to be late if I utilize the carousel instead. I arrived at Cubao, in front of our workplace, 10 mins before the start of my shift. Here is when I encountered the problem.

The driver ends the trip and tries to scan the QR from his screen attached at the middle dash part of the car using his cellphone. However, the scan doesn't work even after he restarted the app and retries it again and again. I don't want to use my onhand cash because the transportation I use daily requires onhand cash only. But with 5 mins left before my shift, I paid him via cash with the highest assumed amount in my app. Apparently, he needs to scan to get the total amount I should pay, and since we don't know, he told me to just pay the highest amount in payment range.

I did not like what happened and I know it wasn't the driver's fault but I rated him 3 stars because of what happened. I put in the review section about my experience and the option to contact me. They contacted me via email and apologized asked me if the payment via cashless, which I used Maya, was transferred on top of what I had paid in cash. To my surprise, the payment also happened via Maya. So now I paid the driver twice the amount. If the support did not ask me that, I wouldn't even know. After that, they asked me my availability for a call then they will process the necessary steps next.

I provided my availability and the proof about Maya transfer but until now, I haven't heard from the support team. I sent an email to them earlier this morning, but no response. I want to ask if some of you have experienced the same; if yes, what actions did you take or I should do?