No accommodation thanks Agoda

So have you ever been stranded without accommodation on holiday? If not...... Book through Agoda and you will see what that feels like. So on our way to Durban we decide to book a hotel and the money gets deducted and all goes well untill we arrive at our booked hotel only to be told that the hotel is fully booked. The reception is nice enough to phone Agoda for us and after a nice lengthy discussion the lady from Agoda informs me that she has to phone the hotel. I then tell her that I am standing in the lobby and I can just hand the phone over. I then get informed by Anne the agent that that is not acceptable and she has to phone personally and I must hold 9n for 5 to 7 minutes. After 20min she comes back to me and tells me that the hotel is fully booked and now they will have to try and see if they can reverse the money and she will phone me back. I ask for a reference no for the call, but get informed they can't give a reference no. And so I am stranded in Durban. Homeless for the night. Nice hey????? Never will I book through Agoda again. I will stick with Bookings. Com. I have never had this issue with them. This was my first try of Agoda and my last.