Hotels.com Customer Service Unavailable

Hello, I cancelled a solo holiday booking instead of a honeymoon for two from June 18th to June 21st via Hotels.com. Attached are the screenshots. However, after contacting my bank, they say there's no record of the refund. Hotels.com needs to notify them of the cancellation. They claim the refund isn't showing on your card. There's no customer service number. Who should I contact? Is cancelling a service we didn't use really this difficult? I urgently need the refund processed and would like to speak with a designated contact person regarding this matter. Otherwise, I'll have to escalate this to the Consumer Arbitration Board.