BAD CUSTOMER SERVICE FROM BOOKINGS.COM

I am extremely disappointed with the service level given by bookings.com. I booked for accommodation and paid over R4k, and was expecting to pay the balance on arrival at the accommodation. I noticed that the booking was canceled when I arrived in Cape Town and tried to call them to check on the issue. I called the accommodation and was told that bookings.com cancelled the bookings and that they can't help me because no money was paid over to them by bookings.com, and they advised me to contact bookings.com. I called bookings.com and was told that the money is paid to the accommodation. I called back the accommodation, and they sent me written communication that they did not receive my money. I called bookings.com again, and surprisingly, the conversation changed. I was told that they are holding the money, and they need approval from the accommodation. The last person I spoke to said she will get in contact with the accommodation for this and get back to me. She mentioned that they are happy to refund this money; this was a few days ago. I called in again today to make a follow-up up and I spoke to Mon. 02/11/2025 call start time was 13:53, and he says there's no record of this information on the system. The last person that I spoke to did not record anything. He can see my call record, but there are notes on the system. I am very angry and disappointed, especially with the call today. He feels that I have no right to be angry, and his exact words were, "Go ahead and report this because I am trying to help you and you have an attitude." Dear bookings.com, I demand the recording of our call. He then kept quiet and cut the call. Why is there no records being done after every call so that we don't have to start from the beginning every time a person calls? Why are your agents having different information regarding your process, and what can be done and not done? Please check my call records on booking number *** and pin number 5857. I paid over R4; this is money I cannot afford to lose. I even suggested rebooking on this amount, and they refused. Can someone please respond to me? Thank you