Booking.com Refund Still Not Received

On 25 May 2026, I became a victim of a phishing incident that appeared to be linked to my reservation at Hotel Milano Castello made through Booking.com. Instead of trusting the external link I received, I logged directly into my Booking.com account. Since I saw a related message and link in the messaging area of my actual reservation, I believed it was a genuine verification request for my booking. As a result, two separate charges of 61,937.24 TRY each, totalling 123,874.48 TRY, were made from my card with the description “Lieferando Berlin DEU”. I did not purchase any products or services from Lieferando. I reported the incident on the same day to my hotel, my bank and Booking.com. Since May, I have repeatedly provided Booking.com with my bank dispute/chargeback documents, transaction records, messages and all other evidence requested. Booking.com informed me in writing that my documents were verified by their Finance Team on 9 September 2026. In another email, they clearly stated that “within the scope of the reported phishing incident, a refund of 123,874.48 TRY has been processed to you”. Despite this, no payment has reached my side. On 17 September, I spoke with customer service for about 1.5 hours. The representative, Madina G., stated that the Finance Team had approved the payment and took my bank’s SWIFT/BIC code. I also explicitly requested and had it noted in my file that the refund must not be issued as Booking.com travel credit, but must be sent to my bank account or credit card. Since May, I have had to explain the same issue over and over again to different agents. In order to call from Turkey, I even had to purchase an international calling package. In one call I was kept on hold for 40 minutes and then the line was dropped, and my last call took 1.5 hours. I no longer accept a new review process or being told to “wait”. My documents have been verified and I have been informed that financial approval has been given. My clear request from Booking.com is that the approved amount of 123,874.48 TRY be refunded to my bank account or credit card immediately, not as travel credit, and that the payment reference details be provided to me in writing. My reservation number is 5044282641 and I kindly request that my refund be completed without any further delay.