I Experienced Discrimination and Poor Service from Turkish Airlines

I contacted THY customer service for assistance with a ticket for a disabled passenger and their companion. I was constantly put on hold. The only fast part was the payment process. A gentleman who mentioned there was a system issue took my contact number and promised to call back, but no one did. When I called again, I was put on hold once more, and the process was still incomplete. I asked for the source of the problem and a solution, but received no answers, just more waiting. Frustrated, I decided to request a refund and cancel the transaction, only to be told I had to file a request online myself. I did that but received no response, no refund, and no solution. How can a company operate like this? Most importantly, how can they fail to assist a disabled individual after taking their money? When I called again, the representative was rude and dismissive, asking 'What?' repeatedly in an inappropriate manner. I just want my refund of ₺7615.