Hotels.com Complaint About Refund Not Received After Cancellation

On September 9, I canceled a family hotel reservation made through Hotels.com with a total payment of ₺10,496. I contacted customer service through the website regarding the refund, and I was informed that the payment had already been returned. However, when I checked with my bank (Ziraat Bankası), they confirmed that no refund had been received in my account. The reservation was made under the name İbrahim. I have not been given any clear information on when the refund will actually be reflected in my bank account, and this delay is causing me serious inconvenience. I demand that the issue be resolved immediately and that the refund of ₺10,496 be processed without any further delay.