Garanti BBVA Refund Disappeared After Order Cancellation

On October 25, I purchased a computer worth ₺57,949 and canceled the order shortly after. The refund was processed and sent to Garanti Bank along with the receipt. However, the refund amount, which initially appeared in Garanti Bank’s mobile app as “pending refund,” later disappeared and was never credited to my account. When I contacted customer service, I was first told that the money was in the process of being transferred to my card, but later they said the funds could not be located. I have the receipt for my transaction number 3527819 and a document confirming that the refund was accepted by the bank. The refund was supposed to be credited to the card ending in 6153. This is the first time I’ve experienced such an issue, and I feel victimized. I request that my refund be immediately transferred to my account and that the issue be resolved as soon as possible. I would also like to emphasize that I am very dissatisfied with Garanti Bank’s handling of this process.