Unable to Get Refund for My Turk Hava Yollari Primefly Ticket

I purchased a round-trip flight ticket from Turk Hava Yollari for Los Angeles-Istanbul. I chose economy for the outbound flight and Primefly for the return flight for its flexibility. I selected the Primefly option because it offered free ticket changes and a 'full refund' option. Due to an emergency, I am currently in Turkey and tried to cancel my return flight. However, I was told that only the $64 tax would be refunded and that my ticket does not include a free refund. The email ticket does not show my return flight (why?), but when I check with my PNR code on the THY website, my return flight and Primefly option are visible. In another section, my ticket appears as Ecofly. THY has clearly caused confusion with my ticket. I bought my ticket as Primefly, which is evident in the attached screenshot. However, it appears as Ecofly elsewhere. This confusion needs to be resolved urgently.