Violation of the company Booking.com paragraph 2.7 “manual for simplified payments”

Hello everyone! Need advice. Booking.com systematically makes the booking cancellation on non-refundable tariff. Cancellation of the reservation takes place as follows: 1. Just comes cancellation of the reservation with the content "at your request, booking of our general guest was cancelled." No answer is answered to messages and requests. 2. Comes a request for cancellation of the penalty on non-refundable tariff. When the otzaze in free cancellation, the whim message "this booking was cancelled at the request of the accommodation object" cancelled on the osverbuking" . Who faced a similar situation and what to do?