No Response from Goethe Institut İzmir for A2 Exam Cancellation and Refund

I registered for the German A2 exam at the Goethe Institut in İzmir, but due to health reasons, I won't be able to attend. I called the İzmir office to inform them, and they directed me to handle the matter via email. Despite sending an email as instructed, I have received no response. I still have unanswered questions regarding canceling the exam and getting a refund, but I am being completely ignored. This lack of communication is unacceptable, especially for an important exam. I expect Goethe Institut to respond promptly and provide clear guidance on the cancellation and refund process. Please address this matter urgently.