Refund Problem on SunExpress App — Payment Processed Without Ticket Number

I tried to purchase a SunExpress ticket for the Amsterdam–Kayseri route (departure on April 21, 2026, return on May 15, 2026) via both the mobile app and the official website. I attempted the payment three times, and each time I encountered an error message. The 310€ fare was withdrawn from my bank card, but no ticket number was generated. While the first two transactions were refunded, the third payment has still not been returned to my account.

I contacted customer service five times, but all I was told was: “You need to wait, we can’t predict how many times it will fail.” No real solution was offered. My reservation number is Z6AQVB.

I expect SunExpress to issue my ticket for the amount I paid or refund the remaining 310€ immediately. Additionally, I believe I deserve an apology for the inconvenience and the poor customer service experience. I request that my issue be resolved as soon as possible.