Turkish Airlines Refused Full Refund on My Canceled Prime Fly Ticket Despite Policy

I chose a Prime Fly ticket over an Eco Fly ticket because of Turkish Airlines' 100% refund guarantee in the event of cancellation. Unfortunately, when I needed to cancel, Turkish Airlines did not refund the whole ticket money, putting me in a difficult situation and calling into question the reliability of their stated perks. I made my purchase based on their guarantee of a complete refund, but they did not follow through on the terms provided in their mobile app. I've attempted to contact someone for a resolution, but so far nothing has been resolved. This incident has left me feeling misled by a brand I trusted, and I am urging that Turkish Airlines honor their refund policy as stated.