Hotel.com unresponsive, unprofessional, scammer, Internet

On 6/19/11, I booked a hotel with hotel.com and they charged me $107.05 on my CC at the time of the reservation. At check-out, the hotel gave me a receipt that stated my total charge to be $78.55, and said I needed to call Hotel.com to get the refund of $28.50 that they overcharged.
 
Since then, I have been unable to reach Hotels.com.  I'm put on hold for anywhere between 12 to 45 minutes before the line gets disconnected. A few times, I actually got to talk to a customer service person, but after I gave all the details and requested the refund, they either hung up on me, or put me on hold perpetually until the line was eventually disconnected.  At this point, I have given up any hope of getting this refund and have filed a formal complaint with the BBB.
 
I have never experience such terrible customer service in my life.  I am NEVER doing business with hotel.com, ever again, and I will NEVER recommend this website to anybody.