Kiwi.com Failed to Refund Duplicate Flight Charges

On May 6, I attempted to purchase a ticket through the Kiwi.com application for a Naples–Istanbul flight scheduled for May 31. Even though the verification code arrived on time, I was unable to confirm the transaction twice due to a system issue, and the booking process was automatically canceled. However, despite no ticket being issued to me, my credit card was charged twice in the amount of approximately $308 each, for a total of about $615.

Kiwi.com stated that they could only see one charge on their side and suggested that the issue might be related to my bank. They also told me that the refund would be completed within one week at the latest. However, when I reviewed my credit card statement, I could clearly see two separate transactions. Even after sending screenshots and all required documents to Kiwi.com, I have received no meaningful response and I am unable to directly reach a customer representative.

I also contacted my bank by email and requested an investigation into the matter, but at this point I still do not know the current status of the process. Being charged such a high amount twice while not even having a usable ticket has caused me serious financial stress and concern.

I request that both amounts charged to my credit card be refunded in full as soon as possible and that I receive a clear written explanation regarding the status and handling of this process.