Booking.com is jerking me around over a promised €60 replacement payout, and now I’m getting sketchy phishing emails.

Hey everyone, looking for some advice or to see if anyone else has dealt with this specific nightmare loop with [Booking.com](http://Booking.com) customer service.

Long story short: My original accommodation was double-booked. I did get a refund for that initial booking, and [Booking.com](http://Booking.com) support explicitly promised to cover up to **€60** for the extra cost of my replacement stay (which I also booked through their platform).

Here is where the frustration starts:

* I’ve made multiple calls to support. * Twice now, agents have assured me that my claim is being "transferred to the finance department" and that I’ll see the money in a few days. * It’s been weeks, and absolutely nothing has hit my account.

To make matters worse, I recently received an email asking for my credit card information to "process the payout." It looks entirely like a phishing scam. When I call [Booking.com](http://Booking.com), the phone agents explicitly tell me, *"We don't need your credit card information over email."* Both of my stays were booked directly on the app, so they already have my payment details on file anyway.

It feels incredibly unsafe that a phishing email tied directly to my ongoing customer service claim is landing in my inbox while Booking's actual finance department does nothing.

Has anyone successfully escalated a replacement-stay payout before? How do I get past these frontline agents who just keep repeating the same "finance department" script?