Shocking customer experience

I have been trying to contact booking.com through various means to get feedback on my booking which was not possible due to COVID-19 restrictions, their website and call centre will not let me proceed to speak to anyone unless I enter my booking reference and password. I enter both these numbers and the website and call centre both tell me that they arent valid, yet I have the booking confirmation in front of me. An extremely unuser friendly frustrating process and I am still out of pocket months after trying to make contact with them!