I was using the Turkcell Superonline TV+ Premium x HBO Max service at my address in Küçükçekmece, Istanbul. On December 20, 2025, I was contacted and offered a campaign change, and a new package was created that included a free device. After that, I was called twice by the store and informed that the device would be delivered, but despite waiting, the device was never delivered.
Even so, I called customer service twice and explained the situation, but I did not receive any response. On January 5, 2026, I called again and requested clear information, yet no one got back to me. Because the device was still not delivered, I requested a cancellation on January 7, 2026, citing the failure to deliver the device.
I was then contacted again and told that the cancellation would be completed only with my final approval. However, today I was informed that the dealer would be contacted and campaign details would be provided first, and then my final approval would be taken — yet before giving this approval, I received an SMS stating that my subscription had already been canceled.
When I called again, I was first told it was a dealer error, and later that it was a system error. Because they claim the cancellation was made due to a system-related issue, they are neither reversing the cancellation nor stopping the early termination fee from being charged.
The SMS I received states that my service was canceled as of January 8, 2026, and that I must return the device and cables to the Superonline dealer named HOME TECHNOLOGY ECM. It also states that if I return the device by shipping, the shipping cost will be my responsibility, cash-on-delivery shipments will not be accepted, and if the device is not returned on time, a device fee of $48 will be charged to my bill.
In addition, even though the cancellation was carried out without my final approval and due to their own system or dealer error, an early termination penalty is still being charged to me. I am requesting that this cancellation — which was made without my final consent and due to system/dealer error — be fully reversed, that my subscription be reactivated under the same campaign conditions, and that no early termination or device fees be charged to me.
I also request that all unfair charges already reflected or that may be reflected on my bills be canceled, and that the inconvenience you caused be resolved this time with clear, solution-oriented, and definitive feedback.
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