Hotels.com Failed to Refund My Payment For Kalevera Hotel Booking

I made a reservation for Kalevera Hotel via Hotels.com for the stay dates 16–17 August 2026 and paid a total of ₺12,900.66. I cancelled this reservation on 3 August 2026, and I have an email from Hotels.com confirming that the cancellation is free of charge and that the payment will be refunded. Despite more than 15 days having passed since the cancellation date, the ₺12,900.66 has still not been refunded to my account. There is no clear information about the status of the refund, and when I try to reach customer service, I cannot reach a real person; I am constantly directed to automated, artificial-intelligence-like operators and my problem is not being resolved. I request that my payment be refunded to my card/account without any further delay and that I be informed in writing about the completion of this process.