Hotels.com Refund Fiasco and Misleading Cancellation Policy

I made a 3-night reservation through Hotels.com but had to cancel it due to unexpected health issues. It was only after canceling that I realized the reservation was non-refundable. Before canceling, I had informed the hotel about the situation, and they responded with understanding, assuring me that a refund should be processed upon cancellation. So far, so good. However, when I contacted Hotels.com to explain the situation, they said they would reach out to the hotel regarding the refund and inform me. Here's the strange part: even though they sell in Turkey, they have no Turkish employees and no reachable phone number. I don't understand this at all. Three days later, they informed me that they had spoken with the hotel multiple times but received no positive response regarding the refund. However, when I contacted the hotel directly, they claimed that nobody from Hotels.com had contacted them and that the refunded amount would stay with Hotels.com. I demand an immediate refund.