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I had also contacted via phone, messaging and email. I finally got a phone response.
I am having the same problem with false bookings and now being invoiced for guests whose credit card were not able to be validated and then having the booking cancelled by Booking.com.
I email them and get proforma responses that indicate the staff member has not read anything on file and putting the onus back on me.
I also phone and then redirected internationally - again with a host of platitudes and referrals to the local teams (wherever they are) to again have little action.