TERRIBLE SERVICE

I booked for a holiday for the 28th-30th of December, R 10 000 was taken from my credit card. I phoned the host to make arrangements to fetch the key and he said that the place was already booked for those days. I went back to booking.com where they said they will find an alternative place, the place costed R20 000 which they expected me to pay in addition to the R10 000 i had already paid and said that they would "look" into giving me a refund. Customer service is extremely rude(Elajna B) I asked to be called and she **** that my phone had been going to voicemail, when i asked for proof of her calling me she ended the chat.