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In this case it is just sheer incompetence. I actually owe them money for commision and want to pay it but they are making it impossible for me.
The issue is for years they invoiced me in Kunas and I paid immediately with no problems. Out of the blue the sent an invoice in Euros but told me I had to pay in kunas. I asked how many kunas that was and they replied (in croatian) with an exchange rate and not a figure. I calculated the figure using their exchange rate but apparently that was not the correct amount but they refused to tell me exactly what the correct amount was. So three months and another euro invoice later I am told I will be penalised if I don't pay their invoices but I have no idea how much I have to pay.
Maybe it saves them time by closing tickets automatically but I have wasted hours on this. incidentally my wife is Croatian and she can't make sense of their messages. According to her (and google translator) the message says I have over paid and yet the invoice I paid is marked not paid.
I can hit reply to all messages except from the finance dept which always closes the ticket. I also am a retired I.T. pro and in 35 years have never known a support system that automatically closes a ticket effectively saying "if you don't like this answer then tough luck, that's all you're going to get". The main problem is the finance dept refuses to reply in English despite the fact all booking.com employees are required to speak English. If I copy and paste the first message they will reply in Crotian so I am back where I started.
I have phoned amsterdam several times and they have looked through my messages and are amazed at what a mess my account is accepting it is their fault, they promise to sort it out but nothing ever gets done and it has been like that for three months now.
Amazingly there is no complaints department to escalate it. The help pages say if I want to make a complaint I have to send a message to the finance department.When I do that what happens ? They either ignore it or don't give me an answer and close the complaint.
I have tried everything including 6 calls to Amsterdam who were shocked at the performance of my local support (Croatia) but still am getting nowhere. The craziest thing is my issue is with accounts and when they send a response they close the ticket automatically. So amazingly I am not able to reply so I have to start a new ticket which they ignore.
I once asked an agent why there was no link I could use to send a complaint and she answered "of course you can complain, you just click the little thumbs down image " that says it all
There is no point in having a forum unless the help team are monitoring it.
If questions are not answered by the community then the booking.com help team should answer them. A bit more honesty would also be welcome. Under the "Unanswered" tab it only lists the last 4 days unanswered questions. I assume this is to avoid the embarrassment of having so many unanswered questions !