Booking.com owe me a refund for a cancelled flight. I have been lied to by the agents in customer service numerous times about the status of my refund. They told me the airline had refused the refund, or the refund is on its way and just wait ‘a few more days’. In one conversation they told me both things and then changed their story again to say the airline had issued a ‘credit shell’. Lies. I contacted the airline directly and the refund was issued by them on 15 January and this is recorded on their website under my reservation. I have not received the money from Booking.com. Booking.com is withholding my refund. All I have received from them is a pack of lies from customer service every time I contact them. And I mean LIES! I will never use booking.com again as it is an appalling set up.