Allowing Customer to book a with no vehicle and refund process not working

HI

I made a booking to collect a car on the 16th September in the UK - Reading with booking.com. The care hire company reached out to tell me they dont have cars and should contact booking.com for a refund. I since logged a request with bookings and i have been waitng for a refund for almost 2 months. Booking.com have also stopped even giving updates even after giving them all the info.

Last communication was the 23rd October and it has been silence even with following every 2nd day.

Confirmation no: ***