Booking.com ****

I recently tried to make a booking at a BNB in PE. The name of the place is called Jenvery House. I put all my card details and made payment of R 810, the system gave me some error, but the payment went off my card. Due to this error, I didn't recieve my confirmation pin, therefore when I call the Booking.com customer care number they cant assist me without a confirmation pin. I have emails that show that the payment was made, I have proof of bank statement that shows that the money went off my account. I have tried to have this reversed at the bank with no luck. I have confirmed with Jenvery House that they never recieved the payment. As a result I had to pay again directly at the BNB. It's been 18 days since I made the payment and still no refund or any further communicataion from Booking.com. It's unacceptable that their customer care can't assist you without a pin when these errors occure all the time! I recently came across a Tik Tok from another customer claiming she got ****med on Booking.com. I would really appreciate it if the matter can be resolved so I can get my money back!