Turkish Airlines Flight Cancellation and Open Ticket Issue

On November 3, 2023, we went to Istanbul Airport for our Istanbul-Tivat flight and learned that the flight was canceled due to technical reasons. The officials at the airport informed us that the ticket was purchased through an agency and that cancellations and refunds could not be processed. I did not receive any compensation for my expenses. During my call with the customer service, I was informed that the tickets were open and could be used within a year. On February 17, when I checked the Turkish Airlines website to use my open ticket, I was able to use the tickets. However, as of March 16, when I tried to use my open ticket, I received a surname mismatch error. During my call with customer service, I was informed that the ticket was refunded and that no further action could be taken regarding the ticket. Despite already experiencing financial and emotional distress due to the cancellation of my flight caused by Turkish Airlines or the airport, I have now learned that I cannot use my open ticket. I request a prompt resolution to this issue and compensation for my inconvenience.
PNR no: 2359310327402 - Mr. Y****
2359310327401 - Ms. E*****