Got ****med through the Booking.com app

Good day, I made a booking through the Booking.com app, but I never received any confirmation of the booking. However, the amount was deducted twice from my account. There is no trace of the booking in the app, and I am unable to reach a human consultant — the system only redirects me to the automated chatbot. I also contacted my bank, and they confirmed that the payments were successfully processed twice, but they cannot assist further as Booking.com needs to issue the refund. How can I get assistance if the automated system keeps directing me back to my bank? Has anyone else experienced this issue?