DHL Marks My Package "Recipient Refused" Just One Minute After Dispatch

I'm experiencing a major problem with my shipment, tracking number LX035288622TR, sent through DHL eCommerce Turkey via PTT, which contains official documents proving that my grandmother is alive and needed for her to be able to receive her pension. When I checked the shipment's movement on June 4th, I saw that within a single minute, the system logged the package as "loaded onto the vehicle," then "en route to the recipient," and immediately after that, "undeliverable due to recipient refusal." It doesn't seem technically possible for the courier to have both reached the address and had the recipient refuse it within such a short window, and it's clearly a courier error.
Gathering these documents was already quite difficult; my grandmother is elderly, ill, and has a hearing impairment, so it isn't possible for her to handle these processes on her own. Since she can't reach the German Pension Office, she's now at risk of not being able to receive her pension, and this situation is causing serious hardship for our family. I filed a claim with PTT regarding this matter, but based on the system record, I was simply told "the recipient refused it," with no satisfactory explanation given as to whether the courier actually went to the address at all.
I am requesting that the shipment with tracking number LX035288622TR be urgently redispatched, as though no recipient refusal had occurred in Germany, and delivered in full to the German Pension Service, an official government institution. Since this isn't a simple package but official documents on which someone's pension depends, I want this error corrected quickly and a clear explanation provided to me.