Turkcell Superonline Transfer Request Still Not Completed After 25 Days
We initiated a transfer request for our Turkcell Superonline home internet on February 7 to move our existing service. It has been nearly 25 days, and we are still waiting for the transition from fiber internet to VDSL along with the relocation process. In our new home, we are unable to use the internet, and aside from automated voice messages, we have received no feedback from Turkcell. There is no transparent communication regarding the process, and we are being left in a difficult situation. We are paying for a service that we are not receiving, and such an approach and lack of response are unacceptable from a company of this stature. If the issue is not resolved promptly, we will escalate the matter to the Consumer Arbitration Board.
Progress
Issuance of an invoice and demand for payment despite no service being provided
On February 7, 2024, I requested the transfer of my existing fiber internet service under my Turkcell Superonline subscription to my new address and a switch to VDSL infrastructure. However, this transfer process was left unresolved for about 25 days without any concrete action, only with automatic feedback via the voice response system.
During this period, I was not provided with transparent or written information, could not establish effective communication with customer representatives, and was not given a clear date as to when the service would be provided. As a result, I was unable to benefit from internet service at my new address in Körfez district for about a month. Due to the prolonged and unresolved process, I had to obtain service from a different internet provider (Türk Telekom).
However, an invoice amounting to 888.10 TL for the period of March 2024 was sent to me and payment is expected, even though no service was ever provided. The demand for payment for a period during which no service was rendered is against the law and Consumer Rights.
My request: The cancellation of the invoice amounting to 888.10 TL for the period in which the service was not actually provided and not used, no collection of any fees, and the resolution of my grievance.
I respectfully submit this for your information and request the necessary action to be taken.
