Turkish Airlines Refund Stuck Due to TKPAY Wallet Creation Issue

I am writing regarding two Turkish Airlines bookings, reference numbers SHA5Y3 and TUMIBQ, which I had to cancel due to a serious medical condition. I would like to explain the situation in detail, as I have already submitted all requested medical documentation but still have not been able to receive my refund in a usable form. For context, we had also booked a five‑week trip around Turkey for May 2025, but I was diagnosed with B‑cell lymphoma on May 2, 2025, just days before our scheduled departure on May 12, 2025, and we had to cancel all of those flights as well. At that time, we were not in any condition to pursue the matter, and Turkish Airlines did not refund any of the money for that first trip. Believing that my health would improve after treatment, we booked another five‑week trip for this year. Booking TUMIBQ was purchased on January 19, 2026, for travel on May 17, 2026, and booking SHA5Y3 was purchased on January 8, 2026, for travel on June 19, 2026. Unfortunately, I was hospitalized on April 22, 2026, with zero neutrophils, and several specialists advised me not to travel because I currently have no ability to fight viruses or bacteria. On that basis, we cancelled these flights. When we tried to cancel online, the penalties shown were extremely high, so we called, and we were then directed to submit our situation through the online complaints channel, which we did, including all requested documentation. With British Airways, we cancelled under the same medical conditions and received a full refund immediately. With Turkish Airlines, after a long and difficult process, we were informed that our refund would only be made to a TKPAY wallet. We therefore opened a Miles&Smiles account and tried to create a TKPAY wallet. However, when we click on TKPAY wallet, instead of letting us open a wallet, the site simply sends us back to the “set up Miles&Smiles account” page in a loop, without allowing us to complete the wallet creation. We have written to both the Feedback channel and [email protected] asking for help to set up the TKPAY wallet so that we can receive the refund, but nobody has assisted us so far. We are located in Canada and are not sure if this is the reason the wallet cannot be created, or if there is another technical or geographical restriction. Given my medical condition and the fact that we have acted in good faith, followed instructions, and provided all supporting documents, I kindly request that Turkish Airlines either refund the full amounts of bookings SHA5Y3 and TUMIBQ directly to our Visa card, or, if this is not possible, urgently ensure that a TKPAY wallet is created and properly activated for us so that we can access the refund that has been promised. I would appreciate it if this matter could be handled with understanding and urgency, considering the seriousness of my health situation and the long period during which we have been unable to obtain a practical solution. Sincerely, Judi P***