booking.com bad service with no recourse

Booked accomodation through booking.com refundable for Kimberly clark backpackers. When locked down was announced in 2020 i received an email from booking.com that a refund would be done by Kimberly clark. They acknowldedge refund but hav ebeen sending me from pillar tom post for past 2 years since. Manager keeps blaming accounts lady but no solution as yet 2 years down the line. Please do not use this service and their kimberly clark back packers etc.