PeP Did Not Refund My Money After Failed Transfer to a Prepaid Account

I had a problem using the Pep application—Palladium Electronic Money and Payment Services A.Ş., also known as "Pep." The customer service is so indifferent and unhelpful that it’s hard to describe. I’ve been using this bank infrastructure application for a long time, but recently, a transfer I made to an account was rejected because the account was “prepaid.” I was told the money couldn’t be sent and that it would be refunded. When I contacted customer service, they assured me the money would be credited to my account the same day without any issue. I waited, but the money didn’t arrive. I called again and was told that the refund would take 3–5 business days depending on transaction volume. Meanwhile, I sent an email with all the relevant documents and receipts for them to check. Each time I called, I received a different explanation from a different representative, and no one actually helped resolve the issue. In the early days, they kept saying the refund would be immediate—as if just stalling me—and now they say delays depend on intensity. It has been 9 days. I don’t know the official refund timeframe, but I will no longer use the Pep platform because I was misled from the beginning. Customer service representatives like Mr. C***, Ms. N***, and Ms. N*** are extremely uninterested and provide generic, pre-written responses rather than addressing the actual problem. Instead of solving the issue, you're met with meaningless answers. It’s disappointing to see such poor support behind what could have been a great application.