Business ProfileforHoliday Inn Express Ellensburg

I booked a standard room with two queen **** at Holiday Inn Express Ellensburg, an ********* on March 25th, 2024 for the nights May 25th-26th, 2024, checking out morning of May 27th. When I booked the room on IHG's site, I used a combination of points and my credit card in the amount of $192.Our room, 312, was not securely locked so someone could walk into the hotel room. The issue was brought up to management on May 25th, and was not resolved. The manager, *********************, said I would be refunded the amount for the room and points re-added to my account. When I asked her about the charge of $192 that I would like back on my card, **** said she "couldn't find the charge," and that she would look into it. I didn't hear back from **** and left a few voicemails.After submitting a formal complaint with IHG customer service, guest relations stated the following: "Guest Relations don't have access to your billing information and it is only can be accessed at the hotel's property, so we rely on our hotels for this information. If you have further concerns about the unexpected bill, we suggest contacting your payment card issuer to dispute the charge. Your bank will handle this matter directly."However, **** still claims the charge from March is not on file even though I have evidence from an email confirmation as well as my credit card statement. IHG claims I need to contact my bank to dispute the charge even though IHG owes me the refund.