Issue with Turkish Airlines Miles&Smiles Call Center Agent During Ticket Purchase

I am sharing below my complaint that I experienced with a THY Miles&Smiles call center agent and reported to THY customer relations; On July 30, 2023, at 20:11, I attempted to use my Miles&Smiles points to purchase flight tickets and spoke with 'Mr. M**' from the THY Miles&Smiles call center (I requested his last name, but he refused to provide it). During our approximately 20-minute and 59-second conversation, I encountered continuous misinformation, inappropriate tone, and especially slow processing, which made me very dissatisfied. His behavior was frustrating and unprofessional. Every time I deal with ticket transactions at this hour, I encounter 'Mr. M**' and face the same issues.

I have interacted with this individual exactly three times, experiencing the same problems each time, but this is the first time I am providing such feedback. I kindly request that you review his interactions with me and other customers. I would appreciate it if you could get back to me after your review.

Note (1): Before my conversation with 'Mr. M**', I spoke with 'Ms. B**', who informed me that the student discount was 20%. However, 'Mr. M**' insisted that the discount was 15% and told us to check the website if we wanted. Upon checking online, we found that it was indeed 20%, but he did not apologize for the misinformation and tried to justify himself.

Note (2): When we mentioned that the process was slow and requested faster service, instead of helping us, he suggested that we could end the call and continue with another agent.

Note (3): He claimed that we insulted him and threatened to end the call. You can verify from the call recordings that we did not use any offensive language.

Note (4): Despite 'Mr. M**' stating that I could not use my Miles&Smiles points for this flight, I managed to purchase my ticket online using my points. I expect the relevant employee's actions to be reviewed, and I request that he be given written and verbal warnings. Additionally, I expect an apology from THY for the inconvenience I experienced.