Unresolved refund from Booking.com

I am writing to formally request assistance regarding a refund for a booking made with Booking.com at the beginning of October 2025. Despite numerous attempts to resolve this issue over the past two months, I have yet to receive the refund of approximately R5,050.00. This amount is significant and was not anticipated or budgeted for, causing financial inconvenience and distress. • Each time I contact Booking.com, I am required to explain the entire situation from the beginning, regardless of previous interactions or reference numbers provided. • The average hold time before speaking to a consultant is around 30 minutes, which is frustrating and time-consuming. • When my call is finally answered, the details of my case are often misunderstood or incorrectly captured, resulting in no progress and forcing me to call again. • Despite repeated efforts, the issue remains unresolved to date, and no refund has been processed. I kindly request that a dedicated support consultant be assigned to my case so that I do not have to repeat my explanation every time I contact Booking.com. I would appreciate clear communication and regular updates on the progress of my refund claim, with a single point of contact responsible for ensuring the refund process is completed.