Turkish Airlines Business Class Upgrade Miles Were Not Refunded

I upgraded my round-trip ticket from Turkish Airlines to business class using 25,000 miles. Later, I had to cancel the ticket. They did not refund my miles. I called and was told to go to the customer service counter. During another flight, I went to the counter, and they had no idea how to process such a request. They told me to handle it over the phone. I showed the email stating it couldn't be done over the phone to the staff member. They called everywhere and couldn't resolve it, sending me back. I've submitted feedback multiple times and received unhelpful responses. I'm really curious, what benefit do you get from my 25,000 miles? With zero help and untrained staff, what kind of policy are you following? If it's a policy to drive customers crazy, it worked incredibly well. Congratulations!