My refund has still not been received after 70 days

<p>I made a booking in March 2016 for a hotel that was fully cancelleable. I susbeqently cancelled the booking and my refund that should be processed within 24 hours and "can take up to 30 days to reflect" has still not been received 70 days later.</p> <p>After the first 30 days passed, I had to contact the centre, which after follow up, I was told that it seemed the refund hadn't be processed and now would be. I would need to wait another 30 days.</p> <p>After more than 60 days has passed, I had to phone again. Now the feedback received is that there seems to be a problem with the credit card, I must phone a number and provide new card details.</p> <p>I phone the number, which has various options, and I choose the "refund" option. Here I am told they are not the right people to help me, and I must phone another number. When I called the new number received, I realised it was the exact same number I had just dialled. Given this, I now chose the "cancellation" option. This lady was very friendly and helpful. However, at first they were asking for details for a different card, at which point I explained that I only have one credit card, so I cannot give alternative details. They agreed to try process the refund and I would be advised within 24 hours if it was successful or not (at which point, if it was successful, I would need to wait another 30 days). I told the lady that I don't beleive if it is unsuccessful that I will be contacted, because nobody has bothered to contact me over the last 70 days unless I follow up. She assured me I would be contacted. Needless to say, it has been 24 hours and I don't have any contact about if it was successful or not.</p> <p> </p> <p>This is not a small amount of money, my overdraft is maximised because of it, and I have already paid over R700 in interest because of the refund delay - let me guess - I have no recourse over that either?</p> <p> </p> <p>I am fully aware that the hotel itself bears resposnibility for the refund, however, the face of who we deal with is Hotels.com. Nobody is prioritising this or getting back to me. I have even placed in an email and per telephonic calls that this is placing me in financial difficulty. I have had to borrow money, my overdraft is maximised and I am paying interest on the amount.</p> <p> </p> <p>Completely unacceptable customer service and I am sick and tired of sending mails and calling the call centre.</p> <p> </p> <p>I cannot find a complaint escalation process on your website, and therefore I have resorted to HelloPeter.</p>