Arby's Charged My Credit Card Even Though My Order Wasn't Delivered

On January 3, 2026, at around 7:00 PM, I placed an order from Arby’s Ankara Mevlana Bulvarı branch worth ₺630. Although the amount was charged to my credit card, my order never arrived and I was literally left hungry. After noticing that the order had not been delivered, I contacted customer service and reported that I had not received my food. A request was created, but I was twice told by customer representatives that my order had been delivered. I then opened another request stating once again that I had not received the order, and the matter was forwarded to the resolution center. Despite all my explanations, the response I received again stated that the order had been delivered. I also went to the branch, but instead of investigating the situation, I only received the response that “the order has arrived, we can’t refund the money, there is no problem.” In other words, even though I never received my order, I was treated as if I had, and my grievance was completely ignored. Despite clearly not receiving the product, ₺630 was collected from my credit card and no solution was provided. I request that the ₺630 which was unfairly charged to me be urgently refunded and that I receive a sincere apology for both the non-delivery of my order and the way my complaint was handled.