Papara Closed My Account Without Any Reason

Burak

I am writing to report an issue I recently experienced with Papara. Today, my Papara account — which is linked to my Papara Metal Card — was permanently closed without any prior notice or explanation. I contacted customer service three times, and each time I was told the same thing: that my account was closed permanently due to “security policies,” without any specific reason provided. To be clear, I have never used my Papara account or any other bank accounts for gambling or any activity that would violate security regulations. My transactions have always been legal and aligned with standard consumer behavior. The only unusual activity might have been higher-than-usual spending yesterday — but even in such cases, other banks simply verify the transactions and reopen the account if everything checks out. Why would Papara treat normal spending as a security violation? I did not purchase anything illegal or suspicious. I’m especially frustrated because I paid ₺1000 for the Papara Metal Card, which is now useless along with the balance in my account. It feels like a total loss. Overall, the customer experience Papara has provided this year has been extremely disappointing. I’m requesting a thorough review of my case and a clear explanation. I would like to know if there is any possibility to reopen the account or at least retrieve the remaining funds.

Progress

August 14, 2025 6:20 pm

My Papara account was closed without providing me with any legal justification. After the closure, for months I received nothing but the message 'your account is under review.' During this period, I regularly requested the return of my funds via email, but I was stalled with standard automatic responses.

When the account was closed, I was under 18 and did not have a personal bank account, so I provided my mother’s IBAN. No payment was made for a long time. Three days ago, I was informed that the review had been completed and that payment could not be made to my mother’s IBAN, and a personal IBAN was required. Since I am now 18 and have opened a bank account, I provided my own IBAN on the same day.

Since then, I have continued to send regular emails and have not received a response for three days. The only message I received was 'your message has been forwarded to our team.' The payment still has not been made.

This situation constitutes: • A defective service according to Law No. 6502 on the Protection of Consumers, • Default according to the Turkish Code of Obligations No. 6098, • Failure to return customer assets within a reasonable time according to Banking Law No. 5411 and BRSA regulations, • A delay that gives rise to a legal interest obligation under Article 120 of the Turkish Code of Obligations.

I demand the immediate return of the amount along with statutory interest. Otherwise, I will initiate legal proceedings before the BRSA, CIMER, and the Consumer Arbitration Committee.