Agoda Did Not Refund Me After I Canceled Wrong Hotel Booking

We made a reservation for the wrong hotel with the same name on Agoda. We realized our mistake within seconds and canceled because we had accidentally booked two different hotels for the same date. We contacted the hotel, and they were understanding—they canceled the reservation and processed the refund. We even received confirmation from the hotel that the refund was approved on their end. However, we have not been able to reach Agoda, and the refund has still not been issued by them. Despite multiple attempts to contact their customer support, we have received no helpful response. The hotel told us that we need to follow up with Agoda directly. I would like to request that this matter be looked into.