Garanti Bank Gold Account Misinformation On Gram-Based Withdrawal Issue

On 12.01.2023, I opened my gold account numbered 9068225 by calling Garanti Bank customer service. Since that day, I have bought and sold gold and silver many times through the mobile app. Before and after opening the account, I specifically asked customer service several times whether I could physically withdraw the gold in my account in amounts such as 20, 30, or 100 grams, and I was clearly told that I could make gram-based physical withdrawals from branches that handle gold. Relying on this information, I opened the account and carried out all my transactions accordingly. However, about a month ago, when I wanted to physically withdraw part of the 150 grams of gold in my account, I was told that I could not do this in grams, that the minimum physical withdrawal was 1 kilogram, or that I had to sell the gold and withdraw cash instead. Considering that the buy-sell spread is already quite high, being forced to convert gold to cash puts the customer at a serious financial disadvantage. Moreover, since I had previously been told the opposite, I feel deceived and misled, and I believe the bank has misinformed customers and caused unfair hardship. During this process, I attempted to withdraw physical gold from the Sefaköy Garanti Bank branch, but I was redirected to the Yenibosna and Kuyumcukent gold branches. Then I was told that they also could not provide physical gold and that I should not bother going. When I contacted the bank again about the issue, I was merely told that they were sorry and that incorrect information had been provided, and my request was rejected. I am requesting to withdraw the gold in my account physically in grams as I was told both during and after the account opening, and I seek compensation for the hardship caused by this misinformation.