BudgetAir Does Not Cancel Tickets And Refunds

I booked a ticket with reservation number btr-1087172 for my spouse through Budgetair, but the agency canceled it, citing price increases. We wanted to cancel our travel plans as well. When we tried to cancel our tickets with reservation number btr-1087170 for myself and my son on the website, we were told to contact the airline and that they would refund us if the airline approved the cancellation. Why am I being directed to the airline when I purchased the ticket through your website? Furthermore, I paid 644 TL for refund protection to avoid any trouble. Why did I pay this money to you? Now let's talk about airalbania, which is supposedly a partner of Turkish Airlines. It's impossible to find someone to communicate with in Turkey for cancellations. Their customer service in Albania is difficult to deal with. Their English proficiency is poor. Every time we call, they claim to have canceled our tickets and sent an email, then abruptly end the call. When we explain that we haven't received any email, they tell us to wait for it and use the excuse of having many other calls to end the conversation. They are simply stalling us. I demand the immediate cancellation of our tickets and a refund of the amount in question.