DenizBank 1,500 USD Collateral Still Blocked After Credit Card Cancellation

I am a DenizBank customer with a secured credit card linked to a 1,500 USD collateral deposit. On 07.07.2026 I submitted a written request by email to [email protected], through your official complaint channel, asking for the cancellation of my secured credit card and the release of the 1,500 USD collateral to my own USD current account at DenizBank. The request was registered and I received an automatic confirmation from the 'Müşteri Memnuniyeti Bölümü' with a complaint number. The card has since been cancelled and no longer appears in my mobile banking application; there is no debt, no instalment and no pending transaction on the card. However, the 1,500 USD collateral has remained blocked and has not been released or transferred to my account. The secured credit card was issued on the basis of a credit card agreement dated 20.06.2023, and at that time the 1,500 USD was placed as collateral in my USD account, where it has been continuously blocked ever since. I have never received any written confirmation of the cancellation, nor have I been informed of the exact cancellation date, even though I specifically asked for this information. I only found out on 29.07.2026 that the card had disappeared from my mobile application, so I can only assume it was cancelled at some point between 07.07.2026 and 29.07.2026. Because there was no progress and the collateral was still blocked, I sent a second written request about the same issue on 29.07.2026 and a third one on 24.08.2026, again via [email protected]. Both were registered and I received automatic confirmations with their own complaint numbers. In response, I received only three interim notifications on 01.08, 05.08 and 08.08, none of which mentioned the collateral or provided any substantive answer. Since 08.08 there has been no response at all, and the situation on my account has not changed. It has now been 48 days since my first written request on 07.07.2026, and the statutory 20‑day reply period for credit card complaints has already passed. I am ready to share all three registered complaint numbers directly with the bank when needed. I live abroad and cannot visit a branch, and I am a foreign customer identified with a tax number and passport, not a Turkish ID. For this reason, I have not been able to use your online complaint tracking form, which requires an 11‑digit Turkish ID number and rejects my data. I also have not called the call centre, because I live outside Türkiye and do not speak Turkish. Precisely for these reasons I have insisted on written communication by email and asked for a clear written reply, but despite several registered complaints this has still not been provided. In light of the above, I request that DenizBank immediately releases the full 1,500 USD collateral and transfers it, free of charge, to my own USD current account at DenizBank, which is registered in my name. In line with the TCMB communiqué on financial consumers, the bank must be able to send amounts due to the account stated by the customer without requiring a branch visit, so this process should be completed remotely. I also request a written explanation by email stating the exact date of cancellation of my secured credit card, the reason why the collateral remained blocked after that date, and the value date of the release transaction. Furthermore, I ask for a copy of my credit card agreement, as the document does not open in the mobile application. Finally, I request that interest be paid on the 1,500 USD for the period during which the money was kept blocked without any legal basis after the cancellation of the card, and that a detailed written answer be provided without any further delay.