Booking.com review: Customer service and hotel 2

I am complaining today in relation to an ongoing issue with a recent stay booked through booking.com. I have used booking.com for a long time now and a Genius member level 2 (almost level 3). I booked a hotel to stay in, in Newcastle for 2 nights. I opted for the "pay at property" feature as I also do. On arrival to the hotel I paid by card at the property. We then arrived into our room which was awful to say the least. I wont go into to much detail on the room as this isnt what my complaint is about but for context we had 2 nights booked, paid for 2 nights, but only stayed one. After our terrible night in this hotel we quickly booked another hotel through booking.com for the second night. In the meantime I had contacted the hotel to see if they would refund us for the night we weren't going to be staying and they informed us to contacting booking.com. I straight away called booking.com and asked them if we could be refunded for the night we weren't staying. They contacted the hotel, to which their response was - of course - no. Booking.com as a gesture of goodwill to us paid us £15.00. We took the hit and were just glad to not be staying there again. Following this I noticed that the hotel had marked out stay as "cancelled" on the booking.com reservation. At the time I didn't think much of that. A few days passed and I noticed that I had been charged a second time for my booking at the Clifton hotel but this time directly through booking.com. I called up the customer service line, and this is where things start to go down hill. I explained to the advisor that I had paid for the room already when we arrived at the hotel, and I am not sure why the hotel have put us as cancelled when actually it wasn't cancelled. We had paid, and we just chose not to stay. The customer service advisor just did not understand any of what I was saying. The advisor told me that because the booking was cancelled and I didn't show up to the booking this is why I was charged. But I did stay, and I had paid. He then carried on to tell me that they are quite within their rights to charge me for the two night even if I didn't want to say. But again, I had paid for both nights on my arrival. I then ended up having to send proof of 2 payments to booking.com. Once this was received another customer service advisor informed me that my evidence was acceptable and that they would be processing the refund. He told me that it would take 7 - 14 days to arrive back in my account. 14 days passed and I still did not receive anything back. I called the customer service team, again, and was told on the phone that the hotel had made a claim that I in fact had 2 reservations with the hotel, which is why I was charged twice. This of course is a lie, and is the hotel simply trying to keep the money. The advisor explained she needed to contact the hotel and ask them for proof of the reservations and she would come back to me. After another week had passed, and I had still no information from booking.com I thought I should check the status of my refund. I called the customer service team again, and asked the lady to read through the notes to save me having to go over the same ground. She read through the notes, only to tell me that the refund had not been accepted and I needed to send proof of the transactions. I have already sent 3 images. One of my bank account with the purchase at the hotel, another from booking.com and a snip of my bank statement. I explained to the customer service advisor that this has already been accepted and that I just need this to be processed. After the advisor reading the notes again, she came back to me and explained she needed to contact the hotel and find out if they can provide evidence of 2 reservations. This had already been done, over a week ago, by her colleague and they have not responded to them. She proceeded to call the numbers on the website, to which both went to answer machine. I was then informed I had to wait another 24 hours for them to respond. I have been informed on so many occasions that I will be receiving a refund and this whole process feels like it souly relies on the responses of the cowboy hotel they have on their systems. Its quite clear what is happening here. Its also quite clear I did not have 2 reservations. I have been waiting for over a month to receive this £75.60 over payment and to be quite frank its completely unacceptable.