Agoda booking reverse?

A friend made a booking on agoda a few days back. Today, they received an email stating they needed to reconfirm or something to that effect.

They called the hotel and the hotel explained they did not get the payment but the booking stands and they can pay by credit card when they arrive.

Details from our conversation are a bit vague but it seems odd that a confirmed booking would be reversed after a few days. Also, the hotel stating they did not get paid but they are able to charge the card in person seems a bit odd since my friend already got a confirmation.

Any advice or tips while we are waiting for a response from the agoda customer service?

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