Turkish Airlines TK Wallet Balance Reset Issue

On January 31, 2024, I purchased a ticket worth ₺11002.06, which I had to cancel on February 14, 2024. As a result, ₺10257.57 (the reduced amount) was refunded to my TK wallet. On May 17, 2024, while trying to perform a transaction on the website, my wallet was accidentally deleted and when I reloaded it, my balance was reset to zero. I immediately contacted customer service. They asked me to fill out a feedback form, which I did, but the response indicated they couldn't help. I sent another form to contest the response and received a similar reply: 'Balance in a closed wallet is reset.' This is fundamentally a wrong practice. Even in closed applications, data loss does not occur when the application is reloaded. Not only did I not receive a refund of the ₺11,000 I paid, but I also couldn't use my money points for flights, essentially donating ₺11,000 to the system. I received no services and spent more time, effort, and money trying to resolve this issue with THY customer service. The TK wallet application essentially nullifies a person's money, which is an unexpected action from a large company like THY. I believe it's a significant mistake that there is no remedy for this error. Despite repeatedly voicing my issue, I couldn't resolve it with customer service, so I am seeking a solution through different platforms. I urgently request an immediate resolution to this problem. I want a full refund of the payment I made on my credit card.