Booking.com Account Suspended After Payment

I booked a stay at The Bear Hotel, Esher via Booking.com for the night of 27 August. On Wednesday, 26 August, a payment of £190.47 was taken from my Visa card, but I never received any booking confirmation email or reference number, and shortly after that my Booking.com account was suspended. Because of this, I have no access to my account or to any details of the reservation. The Bear Hotel has told me they cannot issue a refund. When I tried to contact Booking.com, I was only able to reach chatbot-based phone support, and as I do not have a confirmation number or PIN, I was told they “can’t” help me. I have checked my spam and deleted folders, and there are no lost or missing emails from Booking.com. At the same time, I have another future booking in October on the same account, which I now cannot access at all because of the suspension. This situation is extremely stressful, as I have paid for a stay without receiving any confirmation, and I am locked out of my own account with an upcoming reservation I cannot manage. I request that my Booking.com account be urgently reactivated so that I can access both this reservation and my October booking, that the full amount of £190.47 taken on 26 August for the Bear Hotel Esher be refunded to my card, and that I receive a clear explanation of how this has happened and why my account was suspended without notice. I would also like to be contacted by a human support representative, not a chatbot, so that this issue can be properly resolved.