Superonline Unauthorized Additional Charge "Other Service Fees"
I have been paying a fixed monthly fee of ₺350 for my Superonline internet service. However, in the June 2025 billing period, an unexpected charge of ₺207.40 was added under the heading "Other Service Fees." I was not informed about this charge beforehand—there was no SMS, email, or any kind of notification. Additionally, the invoice contains no explanation regarding what this service includes. This lack of transparency is not only troubling but also raises concerns under the Consumer Protection Law. When I contacted customer service, I was not given a satisfactory explanation. I am requesting the cancellation and full refund of this unjustified charge. If this issue is not resolved, I will pursue all legal channels, including filing a complaint with the Consumer Arbitration Committee. It is unfortunate that a well-known company like Superonline engages in such vague and undisclosed billing practices. I expect the ₺207.40 charge to be removed or refunded, along with a detailed written explanation for the fee.
Dear Customer, We tried to call you to provide information regarding your request, but we could not reach you. For any questions or feedback, you can contact us via the Turkcell app. Best regards, Turkcell Superonline
Dear Customer, We tried to call you to provide information regarding your request, but we were unable to reach you. In line with our pricing policy and competitive conditions, we are making adjustments to our services, products, and offerings. Our goal is to satisfy all our customers. Within the framework of relevant regulations, if a line that was closed due to an unpaid bill is reopened after the bill is paid, a reconnection fee is charged. This fee has been set at 200.00 TL as of 01.10.2024. If you wish, you can ensure your bills are paid regularly by setting up an automatic payment order. You can submit any questions or requests. Kind regards, Turkcell Superonline
Dear Superonline Officials, In your response sent to me, it was stated that the amount of 207.40 TL reflected on my bill is a reactivation fee charged due to the closure and reopening of my line. However, this explanation contradicts both my service history and regulatory requirements. I request a written and official explanation on the following matters: - Submission of system records regarding the date and reason for the closure of my line, 1. On what date and by which method (SMS, e-mail, call) I was informed about this closure and reactivation process, 2. Why this fee is shown under an ambiguous title such as “Other Service Fees” on my bill, 3. Submission of technical LOG records proving that my line was actually closed, 4. If the service was not actually interrupted, an explanation of how the reactivation was carried out. I would also like to state that: * A fee was charged to me without my explicit consent. * There was no interruption in the service, and the reactivation process stated by you did not actually take place. * The fee charged in this situation is contrary to Article 4/3 of the Law No. 6502 on the Protection of Consumers and constitutes an unfair term. * Therefore, I request a refund of the fee, otherwise I will apply to the Consumer Arbitration Board and, if necessary, initiate legal proceedings.
