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Booking.com / prepaid nonexistent booking

I made an online booking for accommodation via booking.com website and they took full amount amount 6 days prior the check in date. When I arrived on the checkin date the booking did not exist and they could not accommodate me. I had to outlay another booking cost, spent several hours on the phone to booking.com who assured me the money was being returned (after booking.com agent (novice) sent an email saying it was cancelled by me at no charge when I was on the phone to him prior to putting me through to his supervisor who then promised the money was being returned?) Booking.com keep sending generic emails about wanting more information after I have sent: Transaction with Bank logo, name, account details, amount etc. and still some 2 weeks later refuse to return my money to the point where I have made a complaint with ACCC.

Jw
May 30, 2018

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