SunExpress Airlines Misled Me, I Was Left with Financial Loss

I had to cancel my flights (Adana–Izmir on 07.05.2025 and Izmir–Adana on 11.05.2025) due to my daughter's health issues. On 02.04.2025, I contacted SunExpress customer service. I was informed that by upgrading my ticket package for an additional fee, I could cancel the flights and receive a full refund. However, when I called again on 21.04 and 25.04, I was given completely different information. I was told I could only cancel and receive a partial refund or reschedule the flight. Feeling stuck, I had to cancel and accept a refund that was much lower than expected. On 26.04.2025, I called again and was told that I actually could have upgraded and received a full refund – just like the first agent had said. Due to these contradictory and misleading explanations, I was financially and emotionally affected. I am aware that all calls are recorded. I kindly request that the recordings be reviewed and that my grievance be resolved accordingly.