Ticket Payment Change Issue of Turkish Airlines

On November 10, 2022, we purchased three tickets from Abu Dhabi to Istanbul via the THY website. Within half an hour, we realized that we had expiring miles and called the call center to see if we could use them for the purchase. The call center informed us that we needed to cancel the tickets first and then repurchase them using the miles. We followed this advice, canceled the tickets through the call center, and immediately bought new tickets using our miles. However, when expecting a refund, we found that only a symbolic amount was refunded for each ticket. THY informed us that since we had purchased non-refundable tickets and voluntarily canceled them, no refund or solution could be offered. Technically, the refund conditions were met, but the issue here is different. We requested a review of the call center conversations made by my spouse on November 10. We were advised that we could cancel our tickets and repurchase them using miles. Based on this information, we proceeded with the cancellation, thinking we would get a refund. The new tickets were bought on the same day, for the same flight, within the same hour, maybe even within the same 10 minutes. We ended up paying a significant amount twice for the same flight without any changes. Explaining this as technically correct and irreversible is very unpleasant. We requested a detailed review or reconsideration of this issue. THY stated that they did not find any call record prior to the refund discussion, but such a conversation did take place. It is clear that this is a misunderstanding. We did not want to cancel or change the tickets; we just wanted to change the payment method at a minimal cost. We really hope for your support in resolving this issue. It has been a year, and we still do not understand why this issue remains unresolved. The robotic responses and conversations from customer service do not reflect well on the THY brand.