My wife was denied boarding in Newark for her EWR-IST-ASB (Ashgabat, Turkmenistan) award flight. Her LOI as produced by the Turkmen government had one number wrong for her passport number. (8 rather than 9) Her name and DOB matched.

They refused to allow her to board to IST (as I knew I would have the document fixed for her by the time she would arrive in IST.
They refused to change the award to just IST as they could not make a change to an award and told her to call CS.
CS on the phone was unable to make a change saying it was the airport that would need to do so.
Finally at 15 minutes before departure she tried to cancel it. She was told to do so online, but the website kept crashing and was unable to do so.

I was in IST airport in the final hour and also tried to assist at their transfer desk and ticket sales desks. Both desks required I provide proof of denied boarding, which EWR station did not provide.

They finally told me I had to call CS, on the phone I was told to fill out a feedback form online, but that would take days.

She went home unable to meet me in IST or ASB and I had the govt document fixed before she even got back home.

I have filled out a feedback form online requesting my 55k TK miles and $209 be refunded, and they said her passport is not accessible and they find the case matter closed.

I know this is a a good reason for HUCA, but what can I do. TK customer service is 100% unhelpful. Should I reach out to DOT? Is this a case of IDB as she could have gotten to IST and had everything sorted by then?