Agoda's Non-Responsive Customer Service Traps Me in Wrong Booking - Refund Request Denied

I made a booking through Agoda for reservation number 1211084132. Unfortunately, I selected the wrong date and number of guests. Since it was a non-refundable booking, I reached out to the hotel directly to request a waiver of the cancellation fee. As per the attached email, the hotel agreed to assist with the cancellation but advised me to contact Agoda first.

I immediately emailed Agoda, explaining the situation and requesting the cancellation and refund. However, I have been unable to reach any representative and have received no response despite multiple attempts.

This lack of communication and support from Agoda is unacceptable. They are essentially trapping me in a booking I cannot use and refusing to process my refund request.