Agoda failed refund above 40 days

Agoda accepted a booking 31 January 2025 when we reached the hotel we were told that the hotel is fully booked and Agoda still accepted booking and upfront payment. We had to cancel our booking and was told to wait 30-40 days for refund the time frame passed and we have still not received our money even though we booked again and the hotel managed to find a place for our daily as we were destitute at the time we had to pay again through Agoda. We contacted our bank as instructed by Agoda AI and we are just not getting any assistance. Our bank cannot trace any refund processed by Agoda and they have not even sent us confirmation of the refund Agoda says was processed. The amount is above R9000 and we need our refund as more than the given dates has passed. This is very disappointing as it feels we were ******