Frustrated!!

I spoke to an agent this morning. He says that I should contact the hotel to see if they will allow the cancellation fee to be waived. I contact the hotel, they agree. I send this confirmation to booking.com, they say that they cannot process the refund because it is a third party booking, they have to pay the hotel and that I can get my money back from the hotel on the day of check out. I contact the hotel to confirm if this is true. They say that it is not true, because it is a third party booking only the hotel can refund me. I am being pushed between the hotel and booking.com, I've now spent hours on calls. Both parties seem to agree that I can get my refund but keep blaming each other on who needs to process it. In between I have received contradictory text messages from booking.com staff, completely going against the emails I have from the agents I spoke to. I'm so frustrated. The website says: "Any cancellation fees are determined by the property". If they agreed to cancel without a charge what is the problem? Stop blaming a third party, the hotel is happy to cancel and refund me, booking.com is holding my money for their own greed.