it says I can’t get refund to my credit card and that become Agoda cash when I’m not planning any trip in this year

GetHuman1672166's customer service issue with Agoda from December 2018

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The issue in GetHuman1672166's own words
Sorry I’m really sorry that I’ve booked a non-refundable room in Seoul hotel PJ myeongdong in**rd-**th of December I’m Hong Kongers but currently a student studying in UK, my passport holder and my wallet was stolen which means my passport HKID and BRP(something like London resident ID)as well, and I’m not be able to leave London without my BRP or I won’t be able to enter the UK continent again ,so I might need to cancel the trip to Korea and Unfortunately i will not have any holidays afterwards due to a really really busy school life . It’s still two weeks apart please let me cancel the booking with refund** I’m really sorry and thankyouuuuuu!!!!!!!!
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Agoda

Customer service issue
Reported by GetHuman1672166
Dec 2nd, 2018 - 6 mons ago
I have an issue with Agoda too
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Seen by 6 customers so far
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Items needed
Email address on the account
Last 4 digits of the payment card
Phone number on the booking
Booking ID
Timeline
GetHuman1672166 started working on this issue
Dec 2nd, 2018 5:12am
GetHuman1672166 indicated the issue is not fixed yet.
Dec 4th, 2018 2:16am