Agoda Companypayment charged for cancel booking

I booked a room for 2 days for 31/3 & 1/4/2017 which agoda online gave me an option of 'book and pay later' in early March 2017. Prior to this booking I failed to receive any booking confirmation or reminder for payment until 27th March 2017, I tried to manage my booking by using the ID booking which was given to me on the day I made the booking. I'm unable to retrieve my booking to make the payment. It shows that agoda online server is down. I tried for 2 or 3days until I had to call The Light Hotel Penang to check if my booking is confirm??? The staff from the hotel advised me that I do not have any booking for the room on the mentioned date. I told her I'm unable to access into Agoda online then she advised me to do a fresh booking. Based on her advise and confirmation that my booking was not captured, I made a fresh booking together with the payment and it was successful.
When the day I arrived in Light Hotel Penang I was told that I HAD ANOTHER ROOM BOOK FOR 31/3 & 1/4 AND PAYMENT WAS MADE????????? I have decided not to take the room as I told them it was not confirmed and advised by their staff. I went to Public Bank to check on this and was advised I was charged RM481.00???? How can this happen???? This is my first time booking through agoda and I'm so disappointed with such a big organisation could make mistake and charge unnecessarily. How did my payment went through without my debit card bank details???? PLEASE REFUND MY RM481.00 THAT WAS DEDUCTED WITH MY CONSENT. THANKS
Please look at the attachment, confirmation which the bank provided that RM481.00 was charged.

Agoda Company

May 15, 2017

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