u/A7aaaaaaaaaaaaaaa

I’m in a major bind and need advice. I tried to book the Movenpick today through the app while signed into my usual account (no typos, definitely the right email).
The full amount of 487.64 was immediately deducted from my bank account, but the app glitched and I never received a confirmation number or email. It’s not in my "Bookings" tab either.
The Situation:
• The Bank: I called them and they confirmed the transaction is "Pending/On Hold" and said it won't be released back to me until May 17th.
• The Problem: My trip is this Wednesday. I can’t afford to pay another 487.64 to book a new room while my first 500 bucks is sitting in limbo for two weeks.
• The Risk: Rates are going up by the hour. By the time this is "resolved," the hotel will be double the price.
I’ve already emailed customer service, but since I don't have a confirmation number, I can't even get through their automated phone system to talk to a human.
Has this happened to anyone else? 1. Is there any way to force Booking.com to "claim" the hold so the reservation actually goes through?
2. If the hotel has no record of me, how do I get Booking to talk to me without a booking ID?
This is absolute bullshit for a long-time user of the app. Any help or a specific phone number to bypass the bot would be appreciated.