QNB Invest Fails to Allocate IPO Shares Despite Confirmed Order Execution

I opened my QNB Invest account via the mobile channel, and on the day of the public offering, I placed an order for 16 lots at 8 TL per share at around 11:00. After the public offering results were announced, it was stated that allocations would be made as 9–10 lots per person, but I did not receive any lots at all. However, the transaction appeared as an order execution on my side. Despite this, neither were the lots I should have received allocated to my account, nor was there any refund process for the unused amount after the partial allocation that should have occurred. I also cannot reach customer service; they have not responded, and I have not received any explanation for why I was not allocated any lots or why the refund was not processed. I request that the lots I am entitled to from this public offering be immediately allocated to my account and that the remaining balance from the order amount, if any, be refunded to me after the allocation. I also expect a clear written explanation of why this problem occurred and why I was unable to receive support despite my attempts to contact you.