Turkish Airlines PrimeFly Ticket Refund Issues and Miscommunication

On April 25, 2024, I purchased Istanbul-Samsun and Samsun-Istanbul flight tickets and chose the PrimeFly fare to ensure a full refund option, paying ₺3,343. On April 30, 2024, I wanted to reschedule my departure ticket to an earlier date and was charged an additional ₺266 due to fare increases, which I paid. However, due to my current work situation, I will not be able to travel on these dates and am requesting the cancellation of my tickets. Unfortunately, I am experiencing issues with this process. When I attempt to cancel the tickets through the mobile app, I notice that the refund amount only shows the additional ₺266 payment. I have contacted customer service multiple times about this issue, and in my latest inquiry, I was advised to visit a travel agency. However, since I purchased the tickets through the app, I expect the refund to be processed through the same platform. I am not concerned about the additional ₺266 payment, but I urgently request the refund of the initial ₺3,343 payment. I want my flight tickets for June 9 and June 27 to be canceled. I have been inconvenienced for days due to the system issues and expect this problem to be resolved promptly.