Mac Cosmetics Order Not Processed Despite Successful Payment

On December 2, 2024, I made a purchase through Mac Cosmetics' website. After completing my order, I was presented with a campaign offer via Iyzico. I downloaded the Iyzico app, registered, and finalized my payment through it. The full amount was successfully deducted from my card.

However, when I checked my order status today, I discovered that my account is inactive, and my order is nowhere to be found. How is it possible to take a customer’s payment without processing their order? When I contacted customer service, I was told it was a “technical issue,” which is simply unacceptable.

I specifically chose to shop through your website to receive the Mac makeup bag and trial kit promotional gifts. Now, not only has the campaign ended, but I am also left with no order or resolution despite paying in full.

I request an immediate solution to this issue and appropriate compensation for this inconvenience. Please address this matter urgently and restore my trust in your service.