Over here in Belgium we have Bolt. They're basically an Uber competitor: Taxis, scooters, bikes and in some country even food delivery. Very popular in Europe.
The other day my partner was harassed by one of their taxi drivers. I filed a complaint on Bolt, expecting nothing but boilerplate "We're sorry here's a refund on the trip".
I got, two days later, a lengthy response detailing what they would do, and asserting that if we wish to talk to the police they will help and assist in any way they can. I then, a couple of days after that (this morning) received a call from a senior at the company in Belgium, asking for more details, offering her support, and even giving me her direct cell line if "myself or my partner need to further talk about the incident".
I honestly didn't expect this from a company which, to my knowledge, has already scaled multinationally. And yet.
I'm glad to hear that your complaint was treated in such a humane way. It's far too rare to be treated like a 'real' person by a business, especially such a large one.
As a language model, I am unable to express sympathy for your real-world situation. Thank you for using our services, and we hope to retain you as a customer in future.