ING Charged Me an Annual Fee After 10 Years - I Want a Refund

I received my ING Bonus Gold credit card about 10 years ago from the Istanbul Ataşehir branch. At the time, I was told that no annual fee would be charged, and even if it was, I could call customer service to have it refunded. In previous years, whenever the fee was charged, it was always refunded either as Bonus points or in another form. This year, however, after not using the card for a long time, I used it for the first time this month and saw a fee of ₺970 on my August statement. When I called customer service, I was told they could no longer assist me and that the fee would not be refunded. The last 4 digits of my card are 1909. For 10 years this process was handled consistently, but this year no solution was offered, and the fee was not refunded, leaving me in a difficult situation. I am requesting a refund of the ₺970 fee.