Akbank Troy Card Did Not Apply the Installment Campaign as Promised

On November 17, 2024, I called Akbank customer service to inquire about joining the 7-9 installment campaign for educational institutions at the cash price. I asked why I couldn’t benefit from this campaign when all my colleagues at work could. Customer service stated that this campaign was exclusive to Troy cards and that if I switched to a card with the Troy logo, the 7-9 installment campaign would be applied to my account. I agreed and requested a Troy card. After receiving my card, however, the campaign was not applied to my account. I requested that the call recording be reviewed and my issue resolved, but nothing was done. Despite reviewing the recording, the bank, which lacks customer care and attentiveness, offered no solution. Since November 14, 2024, I have submitted multiple complaints and made numerous calls, but they have been ignored. I was promised that switching to a Troy card would make me eligible for this campaign, yet I could not benefit from it. Additionally, while explaining my issue to customer service, the call was abruptly ended because they couldn’t provide a solution. My complaints have been addressed late, if at all. Even though I stressed the urgency of the matter and requested access to the campaign before it ended, no resolution was provided. With only two days left before the campaign ends, I am unable to benefit from it. I also had to pay ₺74,736.72 in interest on a ₺250,000 transaction because I could not use the installment campaign. I was told I would benefit from this campaign, but I was misled.

I demand that the call recording from November 17, 2024, at 03:38 AM be reviewed and that the statement from customer service confirming I would qualify for the 7-9 installment campaign by switching to a Troy card be verified. I request that the campaign be applied to my account retroactively and my losses be compensated. If this matter is not resolved, I will file a complaint with the Banking Regulation and Supervision Agency. I also demand to be informed of the outcome, either via a phone call or SMS, with a clear and detailed explanation. If no satisfactory answer is provided, I will pursue my rights through legal means. The call recordings clearly show what was said. I stress the urgency of this matter and request that it be resolved promptly. If I do not receive a clear answer within the given time frame, I will also file a complaint with the Information Acquisition Board.