The Capital Menlyn Maine and Agoda Refund

My in-laws are retired and made a booking at The Capital Menlyn Maine through Agoda. They were assured that they will get a full refund should they cancel the reservation. Booking made for 17 October. It was done in allocated time and we received confirmation on the cancellation with full refund. But not the case at all! On x4 occasions money was taken from the credit card and only 50% was refunded although Mmpaseka Moiloanyane at reservations promised otherwise.

Neither the Capital Menlyn Maine nor Agoda are willing to assist in obtaining the full refund even after numerous emails.

Comment from the the the Capital Menly Maine is they "don't take any responsibility from any of their service providers making bookings or collecting money on their behalf". If the booking was done through Agoda then it has nothing to do with them? 1. Why can they not assist or refer us to the right people within the Agoda group? 2. If Agoda owed them money then they would surely have someone in accounts that could rectify the matter immediately? 3. Are pensioners bookings not important in our economy? I have a full paper trail of everything communicated!!