Flixbus Refund Issue: Unable to Cancel Ticket and Receive Refund

I purchased an international bus ticket from your websites. Due to a visa issue, I need to cancel the ticket and use my right to a full refund, as I am within the 30-day window before the ticket date. However, I am unable to cancel the ticket on both Flixbus and Kamil Koç websites.

The system indicates that a coupon will be sent via email, but I have not received any email. When I contacted both Flixbus and Kamil Koç customer service, I was informed that the ticket could not be canceled in their system. Additionally, the refund is only offered as a coupon valid for one year, which is not acceptable. I would prefer a full refund rather than a coupon.

I suspect that the system issues are a tactic to prevent issuing a full refund. When I contacted Kamil Koç customer service, I was directed to Flixbus, and vice versa. Both companies are passing the responsibility back and forth, and neither is resolving the issue.

Please address this matter urgently and ensure I receive a full refund or at least a valid coupon for the ticket. Your immediate attention to this issue is required.