No response on query bad customer service 😞

Normally I book on booking.com then I put in my card details to secure my booking and pay when I get at the premises. This time around I booked it at False Bay Hotel in Strand and they deducted immediately without consent.

I sent a message and it's been 2 weeks no reply from booking.com or false bay hotel. This is so dissapointing as I always trust booking.con but it seems like my query is not important. Really bad from booking.com and False Bay hotel.