Pegasus Airlines Ticket Change Issues

I purchased the Ankara-Madrid ticket from Pegasus in the form of a Comfort Flex package, and they mentioned that changes and refunds were free. However, when I wanted to make changes, they deducted money from me a few times but didn't change my ticket. I contacted Pegasus customer representatives multiple times and reported the error, but they kept trying to charge me with different cards and didn't change my ticket. They then attempted to shift the problem onto my cards and banks. I spoke to my banks, and they confirmed there were no issues with the cards and that the payments had been approved. I explained this to Pegasus customer representatives, but they insisted that I should buy a new ticket instead of changing mine. The customer representatives were uninformed and very rude; they never connected me with a responsible person, and they didn't resolve my issue at all. However, they stated that they could assist me 24 hours later if I bought another ticket. I couldn't benefit from the Comfort Flex package I purchased for making changes in any way, and I no longer trust this company and believe they set traps for their customers.