Mango Charged My Card but My Order Does Not Exist in the App
I am writing to report a serious issue regarding a purchase I made through the Mango mobile application.
On May 31, I purchased a skirt through the Mango app for approximately ₺1,300. The payment was successfully charged to my İş Bankası card, and the transaction was completed without any visible error during checkout.
However, after the payment was processed, I noticed that the order does not appear in the "My Orders" section of the application. Because the order is not visible in my account, I have no access to any order details, order number, tracking information, cancellation option, or return process.
As a result, I am currently in a situation where my payment has been taken, but there is no record of the purchase available to me within the Mango system.
After discovering the issue, I contacted Mango customer service and explained the situation. During the conversation, I was informed that I would receive further information by email. Unfortunately, despite waiting for a response, I have not received any follow-up communication, explanation, or update regarding my missing order.
The most concerning aspect of this situation is that the payment has already been collected from my bank account, yet there is neither an order confirmation nor a way for me to verify the status of my purchase. I am unable to determine whether the item will be shipped, whether the order exists in the system, or whether a refund is being processed.
I respectfully request that Mango urgently investigate this transaction, locate and properly register my order within the system, and provide me with all relevant order details.
If the order cannot be located or fulfilled, I request that the full amount charged to my İş Bankası card be refunded without delay.
In addition, I request a clear explanation regarding how a payment could be successfully processed while the corresponding order failed to appear in my account, and what steps are being taken to prevent similar issues from affecting other customers.
I expect a prompt resolution, either through the successful processing and shipment of my order or through the immediate refund of the amount paid.
