Akbank Salary Card Chip Money Issue

I was informed that if I set up two automatic bill payments on my Akbank salary card, I would receive ₺1,500 in Chip Money. Following the instructions, I set it up, and after 20 days, the Chip Money was credited to my card. I was assured that this Chip Money would not be lost and could be spent whenever I wanted.
However, I lost my salary card and filed a lost card application at the Akbank Mezitli branch. I asked the bank employee three times whether I could use the Chip Money on my new card once it arrived, and they repeatedly assured me that there would be no issues and that I could use the Chip Money with my new card.
While waiting for my new card, I decided to check the banking app, only to find that the Chip Money had disappeared and my balance was reset to zero. When I reported the issue to customer service, I was told that I lost my Chip Money rights because I had applied for a new card.
The conflicting information provided by the branch employee and the customer service representative is a significant flaw for a bank that claims to be reputable. Additionally, despite being told I would receive a follow-up, I have yet to receive any information, further proving how unserious and uncustomer-oriented this institution is.