Turkish Airlines Charged Fee for File Opening Request

I purchased a round-trip ticket from Sinop to Istanbul for my spouse and child through the THY app. The PNR code is R5H7SR. Later, I realized I had misspelled my spouse's last name and called customer service. They advised me to submit feedback through the THY feedback site to correct it, which I did immediately. Despite being told I would receive a response within 24 hours, I received an email nearly a week later stating that the person whose name is on the ticket must submit the complaint. As the process dragged on, I contacted a customer representative. They informed us that we need to open a file for the last name correction and that it would require a payment of approximately ₺500. This is the first time I have ever encountered a situation where a fee is charged to open a complaint file, especially from an airline reputed to be the best in the world. This situation is a complete inconvenience. PNR code: R5H7SR.