Decathlon App Took My Money, Canceled The Order,and Offers No Solution

On May 28, 2024, I placed an order for a product worth a total of 2700₺ through the Decathlon mobile application with the order number tr2678468837. However, hours later (maybe even a day later because I checked the application the next day), the order appeared in the "My Purchases" section. Up to this point, I thought, better late than never. But then I saw that my order had been canceled. There was no notification, no message, email, or phone call, and when I called to ask why, customer service said the payment appeared unsuccessful. This purchase was divided into 6 installments on my card, and I will pay the first installment this month, but I couldn’t explain this to the customer representatives at Decathlon. They can only see the warning that the payment was not received on their screens and told me to contact the bank. I spoke with the bank (İş Bankası), and they confirmed that the payment had been processed and even offered to provide the payment reference number and digital slip. I got the reference number, but the customer representatives at Decathlon said they don’t have the authority to check it. They said they can only see what appears on their screens and didn’t even transfer me to a different department. Is your application flawless? There are dozens of complaints, hundreds of negative reviews, and isn’t there a manager or responsible person at Decathlon who says, "Hey guys, we’re getting all these complaints, test this mobile application, check the payment section and finance department"? In short, the customer is suffering, the bank proves the payment with reference codes and slips, but when Decathlon says no, they expect everything to be no.