Turkish Airlines Prime Fly Ticket Cancellation and Change Issues

On 03.05.2024, I purchased a Prime Fly ticket for the IST-ADB flight on 23.06.2024 using miles through an agency. However, my schedule changed, and I contacted the agency. Despite paying nearly ₺1000 extra, the agency informed me that they could not cancel or change the Prime Fly ticket. On 06.05.2024, I contacted the THY call center and updated my ticket to a different departure location. The THY representative told me that the ticket was now independent of the agency, and any further actions should be handled directly with THY. Currently, my plans have been canceled, and I want to cancel my flight. However, when I called the THY call center, I was told that the refund could only be processed through ticket sales offices or online feedback. I had previously submitted feedback but received no response, so I went to the sales office at ADB airport. The sales office stated that the ticket could not be canceled due to the use of miles. The agency also said they could no longer assist because THY had intervened with the ticket. Now, my ticket, for which I paid a significant extra amount for cancellation and changes, is in limbo, and I am paying for a ticket I will not use. I kindly request prompt action to resolve my issue. I wrote to THY, but the response I received was meaningless and seemed to be sent without reading my feedback.