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Pretty much the same thing with us - 3 times they claim to have sent a letter, they haven't, then they started threatening us to withhold payments. Because they have failed in their tasks. Tried ringing, but they don't answer. Will probably endup with lawyers pretty soon.
I begin to suspect that Booking.com are thieves, just had a contact from them threatening to withhold payments they have taken, so good luck
The same - contact Finance they say, then the route all the mail to the trash I reckon