Gotogate Withholds Refund Despite Airline Confirming Payment Return

I purchased a ticket through Gotogate for a December 3 Istanbul–Tokyo flight with China Southern Airlines. The flight was later canceled by the airline. Although China Southern informed me by email that the refund had been processed back to the Gotogate channel, Gotogate claims they have not received the payment and refuses to refund my money, continuously shifting responsibility.

For this ticket, for which I paid a total of $2,057, I have contacted Gotogate multiple times through both live chat and phone support. During these conversations, they told me that the emails I sent to the address they provided were not deliverable and therefore had no effect, and that they had escalated the matter to higher departments. Some representatives stated they had not received the funds from the airline, while others said the money was with them and would be refunded. Each customer representative gave different and inconsistent explanations, leaving me in uncertainty and taking no concrete action.

For my canceled China Southern ticket number 7846054293477, under reference number 1089-583-592 and the related additional order number, I request that the full $2,057 I paid be refunded to me immediately and without further excuses.