Refund outstanding since October 2022: Agoda and Capital Menlan Maine

My in-laws are retired and made a booking at The Capital Menlan Maine through Agoda. They were assured that they will get a full refund should they cancel the reservation. Booking made for 17 October. They cancelled in time but have not received anyrefund. Instead amounts of money were withdrawn from our account without concent. Neither the Capital Menlan Maine nor Agoda are willing to assist in obtaining the full refund even after numerous emails.