Agoda Reservation Cancellation Issue - Unable to Obtain Refund Despite Hotel's Approval

I made a hotel reservation through the Agoda platform. Prior to completing the booking, it was clearly stated that I had the right to cancel the reservation without any deductions up until August 8th. We finalized the transaction, and the payment was processed.
Two days later, due to a mistake on our part, we decided to cancel the reservation. Agoda informed me that if the hotel approves, the cancellation would be done without any charges. I immediately reached out to the hotel, and they confirmed that they would provide a full refund.
However, Agoda has been unable to reach the hotel for days, despite my own successful attempts to contact them. Agoda claims they have another partner involved, who is not responding, as the excuse for the delay. I have expressed that I am willing to accept the refund in cash, not just through Agoda, but they continue to ask me to wait for 48 hours, which has already passed.
Agoda's customer service representatives are simply copying and pasting the same responses, without any practical efforts to resolve the issue. When I insist that their partner is their responsibility, not mine, they simply state that they will get back to me once their partner responds.