Turkish Airlines Overcharged Due to Miscommunication

I received a positive response to my feedback with the number 9140767, which I sent with a screenshot. I was asked for the route, date, and time information for the new ticket. In response, I sent the route information. This time, the reports I included in the first feedback and which received a positive response were requested again. I sent the reports again. Despite sending the route information, no response was given to my feedback. I repeatedly requested to be called. Later, I created feedback explaining the entire process. Even after waiting 3-4 days, there was no response. I again requested to be called, but no one called. The ticket I was going to buy for August 30th started to run out. The change fee increased from 870₺ to 1777₺. As the ticket was running out, I had to pay 1777₺ to make the change that I would have made for 870₺. After making the change, I created feedback with the number 9175027, referring to the positive response I sent as an attachment, and requested a refund of the change fee, stating that I was told I could make the change for free in the first feedback. Despite this, the response to file number 9175027 was, 'It has been observed that your current ticket conditions do not allow for a free ticket refund due to health reasons.' If my ticket conditions did not cover a free change due to surgery, why did you give a positive response to the first feedback? If a negative response had been given, I would have changed my ticket for 870₺ and would not have had to pay 1777₺. I was clearly wronged. I request a refund to rectify this situation. I have been dealing with this issue for about 8-9 days, and the process has become complicated, so I want to be called as soon as possible to discuss the matter over the phone.