Booking.com Reservation Refund Missing

Hi there, I made our hotel reservation using Booking.com. I accidentally made a mistake with my booking and had to cancel it in order to make a new reservation. I've tried contacting people through the system and sending emails, but unfortunately, I haven't received any responses. This has been quite frustrating for me. Furthermore, the system screenshot I shared clearly shows that my refund has been processed, yet there is no evidence of any refund appearing in my account. Why indicate a refund in the system if the funds have not been transferred?