Akbank Debit Card - Money Deducted From ATM, Cash Not Dispensed

On October 4, 2025, at 15:57, I attempted to withdraw ₺500 from a Ziraat Bank ATM located on Vatan Street, in front of Beykoz Oral and Dental Health Center in the Çubuklu area of Istanbul, using my Akbank debit card. The ATM displayed a message saying “cash cannot be dispensed,” and I did not receive the money. After the transaction, I did not get any notification from the Akbank app. However, when I checked my account days later, I noticed that ₺500 had been deducted along with a bank fee. I contacted Akbank and filed a report. In the messages I received from Akbank, they stated, “We aim to complete the investigation process within three business days and get back to you.” I contacted Akbank customer service multiple times, but the representatives gave inconsistent and incorrect information—first saying it would be resolved in 3–4 business days, then claiming it could take up to six months. After not receiving any response despite several calls, I finally got an email on October 20, 2025, stating under request number 8025158**9 that I might have to wait between 30 and 180 days. Akbank has made no effort to contact me directly. Since I am not a Ziraat Bank customer, I could not get any support from them either. This is the first time I have experienced such an issue, and I am requesting a full refund of the ₺500 that was not dispensed, along with all associated deductions. Due to the excessive delay, my trust in Akbank has been seriously shaken. I request that this process be expedited and that my issue be resolved without further delay.