Booking.com withholding refund and CGSO unresponsive

I am extremely frustrated with my ongoing issue with Booking.com, and now with the lack of responsiveness from CGSO, who is supposed to assist consumers.

I had a duplicate booking on Booking.com, which was acknowledged by the airline (Airlink). Airlink confirmed that they processed the refund a long time ago, yet Booking.com has repeatedly misled me by claiming they have not received it. This has resulted in months of unnecessary back‑and‑forth, emotional distress, and wasted time.

I escalated the matter to the Consumer Goods & Services Ombud (CGSO). Despite multiple follow‑ups, CGSO has provided no update or progress, even though the National Consumer Commission (NCC) now requires their ruling in order to continue with my complaint. Without CGSO’s ruling, NCC will close the case, leaving me, the consumer, without proper recourse.

At this point, both organisations are failing to assist: • Booking.com is withholding funds that do not belong to them and contradicting their own communication.

• CGSO has been unresponsive despite repeated follow‑ups, delaying my ability to escalate through the proper channels.

This process has been exhausting and extremely unfair. I am requesting immediate intervention, transparency, and resolution, including the release of my refund and accountability for the delays and distress caused.