Turkish Airlines Miles Not Credited After Flights

I am writing regarding missing Miles&Smiles miles for our journeys in April 2025 on the Tel Aviv – Frankfurt – Mexico City route and the return flights later in April, travelled under the names Karine S*** and my husband Suren S***, both linked to Miles&Smiles Classic accounts. I would like to request that the miles for both the outbound flight on 12 April 2025 and the return flights around 24–25 April 2025 be credited to both of our accounts as a one‑time exception, as the situation arose due to circumstances beyond our control and conflicting information given by your staff. I have already provided you with all the flight details in my feedback application. After these flights, the miles were not credited automatically for either of us, and I tried to add them electronically but was unable to do so. When I was at Istanbul Airport, I specifically asked Turkish Airlines staff for help with this issue. I was told that they would assist and that the problem would be resolved, so I trusted this information and did not pursue the issue further at that time. When I recently checked our accounts and saw that the miles were still missing, I tried again to process them and it again did not work. I then submitted a feedback/claim form on 16 April 2026. In response, I received a standard message stating that you are unable to add the miles because more than 12 months have passed since the flight dates and that miles can only be added within 12 months, advising me to add my membership number during reservation or check‑in in the future. In this specific case, I believe it is unfair that we are being penalized for a time limit when I already tried to resolve the issue earlier and was assured by Turkish Airlines staff at Istanbul Airport that they would help. I therefore kindly request that, taking into account the misinformation and lack of action on the part of your staff, you make a one‑time exception and manually credit the miles for both the 12 April 2025 Tel Aviv – Frankfurt – Mexico City flight and the return flights around 24–25 April 2025 to both my Miles&Smiles Classic account and my husband's account. I look forward to your review of this situation and to a fair resolution by crediting these missing miles as an exception for both of us.