N11 Delivers My Order to Someone Else and Refuses to Refund Me

On August 6, 2025, I purchased shampoo via N11 under order number 206462286535. Although I specified my delivery address as Bartın, the product was delivered to another person named O*** Y******* in Aksaray. The account I logged into with my phone number 5365****66 was closed, and during this process, I suffered due to a security breach. As soon as I noticed the issue, I returned the product and canceled the order before it was out for delivery; however, it was still delivered to that individual. I contacted N11 customer service at 0850 333 00 11, but they said they could not assist me and that I should speak with my bank. My bank stated that the refund must be issued by the company. Company representatives told me there was nothing they could do and offered no solution. I have applied to the Consumer Arbitration Committee. Since the product never reached me and there was a clear security lapse, I request N11 to refund the ₺1,230 credit card payment. I expect this issue to be resolved urgently.