Zara Hasn't Refunded My Money for My Canceled Product After 2 Months of Waiting

You haven’t refunded the payment (₺3,850) for the product I canceled with the number 53760706016 for about 2 months. When I contacted your customer service, they said they’d processed the transaction and would send a receipt, but I haven’t received my money, nor have I received any receipt or invoice. When I contacted the bank, they said there was no such request from your company, and there was no incoming payment in my account transactions. A few days later, when I contacted your company again, I was told that "your file is under review," and I’ve been stalled in this way for a week now. It’s unbecoming for a big company like Zara to treat its customers this way. I kindly request that you refund the payment for the product I canceled.