Turkcell Made My Mother Struggle to Cancel and Return Superbox 200GB

My mother voluntarily initiated the cancellation of the Superbox 200GB package at the Turkcell branch in Dikili, İzmir, and signed the necessary documents. She was born in 1959, which means she is over 65 years old. However, she was asked to return the device to another branch in Karşıyaka, İzmir. Since the distance between Dikili and Karşıyaka is about 3.5 hours by bus, she sent the device to me by courier. When I went to the branch to complete the return, I was told that a code sent to my mother’s phone was required, but this code never arrived. I called customer service at 10:57 and spoke for 10 minutes; however, since my mother was not with me, my request to simply have the code resent was rejected, and I was told that she herself needed to handle it. While it was easy to sell the product to a 65+ customer, the cancellation and return processes are unnecessarily complicated, requiring her to press 1, 2, 5, and so on during automated calls. Today, a technician called and stated that since my mother is over 65, the device should actually be collected from her home—but that they would not be able to come to our region any time soon. This process has already been ongoing for about a week, and if the return is not completed soon, my mother will have to travel 3.5 hours again. We are experiencing serious inconvenience and expect a resolution. I request that the device be collected from her home, or at the very least, that the code be resent so the return process can be completed more easily.