Something went wrong with booking

Booking was processed and paid for. I then receive an email telling me something went wrong with my booking. I’m now stranded as the funds were taken and I am unable to make another reservation. Reaching customer service is not helpful as you have to wait for them to contact you. Refund takes 7 to 12 days. Never using them again; this is such an inconvenience. One should rather contact the hotel directly.