Duplicate Charge On Agoda

I purchased a San Diego Zoo voucher through Agoda on 3/10 and experienced a serious problem with your payment system. When I attempted to make the purchase, Agoda’s payment page failed to load properly. There was no confirmation screen, no email, and no indication that the transaction had been completed. Because of this, I reasonably believed the payment had not gone through and tried again, which resulted in a duplicate charge of 211 USD. If Agoda’s system had worked correctly and provided a normal confirmation, this situation would never have occurred. Allowing multiple charges to go through under these circumstances, without clear confirmation to the customer, shows a serious flaw in the platform. I find it unacceptable that Agoda refuses to issue a refund while at the same time acknowledging that this kind of issue exists, because it places the burden and cost of Agoda’s system failure entirely on the customer. I contacted Agoda customer service and requested a refund for the duplicate payment, but my refund request was refused, and I was told it was essentially my responsibility. I do not accept this, as I acted in good faith based on the information (or lack of information) provided by your system. I am requesting a full refund of the duplicate charge of 211 USD that resulted from the failed payment page and absence of any confirmation. I expect Agoda to take responsibility for this technical failure and to resolve the matter promptly.