Agoda telling a blatant lie

I am a member of Agoda for many years and booked hundreds hotel accommodation through them. For the first time i had a VERY bad ecperience. You earn Agoda cash with previous bookings and can redeem it with future bookings. On 15 May 2024 i booked a hotel with three rooms, i redeemed my cash and IT WAS deducted from tge price. The payment was rejected by the bank for reasons unknown to me, I Immediately rebooked but my Agoda cash was gone! I contacted Agoda and their response was that i never had the cash and that my previous bookings did not earn cash! It is a blatant lie, i used it on the rejected transaction and should be replaced by them. I KNOW i had it and they blatantly lie to say it never existed!