Enpara Installment Error: Health Payment Interest Due to App Failure

I made a health-related payment from my Enpara account and wanted to convert this transaction into installments. For this purpose, I tried to perform the installment transaction via the mobile application before the statement date, and later, after the statement date, I contacted your customer representatives. However, due to a technical malfunction in your mobile application and the installment button not working, I could not complete the transaction in any way. This health expense took place on 04.07.2026 and the due date for payment was 05.08.2026. Although I reported this system error and the grievance I experienced many times, I was only told “We will get back to you if deemed appropriate”. Even though 5 days passed and the due date expired, no authorized person contacted me. Instead of offering a solution, the only response given in written communications was “We wish you a good evening, goodbye”, which I find far from serious and solution-oriented. As a result of the malfunction in your application and the lack of follow-up by your customer service, my due date passed and unfair interest began to be charged to my account. I do not accept that the cost of your own technical error is reflected on me as late interest. I request that the installment transaction for my health expense, which could not be carried out due to the system malfunction, be completed in a way that eliminates my grievance, and that all interest and late charges reflected to my account due to your bank’s technical and operational disruptions be completely canceled. If this process is not corrected urgently, I will close my Enpara account, which I have been actively using for 5 years, and take the matter to the BRSA (Banking Regulation and Supervision Agency of Türkiye) and other relevant legal authorities.