Booking.com complaint: Refuse to give Refund

We received the following message but Booking.com refuses to give us a refund.

Acct: 40-29932129
Name: Maria Holcomb
Wife of American Soldier

Message:
Hi Maria,

Thank you for contacting us.

We have received your request that you wish to rebook your booking. As a travel agency, we are always required to follow the airline rules for the tickets you book through us.

We have check with the airline and the airline is not giving the authorisation for rebooking to the previous alternative offer to you.

The airline is offering a full refund, if you wish to get a full refund kindly contact our customer service for more information. Our opening hours as well as phone number can be found on our website, under ‘Contact us’.

Kindly contact our call center to provide us with the ation on your choice within the next 5 days. It is important to mention, that in case the deadline given is not met, no action will be taken on your booking and your case will be considered as closed.

Thank you for your understanding and cooperation during these challenging times.

Kind regards,

Akshay K

Gotogate in partnership with Booking.com