Hotels.com Refund Took Longer Than Promised and Customer Service Prolonged Process

I want to take a moment to share my experience regarding the refund process after I cancelled a reservation on Hotels.com. It was mentioned that refunds would be processed within 15 business days, but it's been almost a month, and I still haven't received my money. Even after reaching out to customer service several times, I was told to get a written document from my bank to "assist the process," which I consider to be an unnecessary and frustrating demand. This method seems more like a way to drag out the problem instead of addressing it effectively. I anticipated a more seamless and dependable refund process from such a prominent platform, and I sincerely hope steps are taken to enhance their service for future users.