Pegasus Flex Refund Policy Not Honored – Unexplained Charges on Canceled Ticket

I purchased a ticket from London to Istanbul with the Flex option, paying a total of £90. When I canceled the ticket two weeks before the flight, I expected a £10 Flex fee deduction with £80 refunded. However, I only received £59 back, with an additional unexplained £20 fee taken along with the Flex charge. I contacted customer service multiple times, only to be told, “This is what shows on the system; there’s nothing we can do.” It’s unacceptable that Pegasus is not following its own Flex policy, charging customers extra without clear reasoning. I am deeply disappointed and will never choose Pegasus again. Pegasus, I need a full refund and an explanation for this discrepancy.