Issues with Ticket Change Process at Turkish Airlines

I faced significant difficulties with Turkish Airlines despite their efforts to assist during a tough time. I purchased a ticket, but the passenger had to undergo emergency surgery. When I called to defer the ticket, I was informed that if I provided a doctor's note, the process would be free. I waited for the doctor's note and sent it as instructed. However, today my request was denied. When I tried to defer the ticket for a fee, a customer representative quoted ₺450. I asked for a moment to call back, and when I did, another representative said the fee was ₺690. Confused, I called again, and this time they said ₺840. Frustrated, I canceled the ticket but still expect a near-full refund due to the inconvenience caused. Why ask for a doctor's note if it won't be accepted? I am deeply disappointed with the handling of this situation, especially considering the medical emergency involved.