Turkcell Charged for Unused Hotspot After Line Conversion
On May 1, 2026, I purchased a $19 hotspot package on my Turkcell prepaid line. On the same day, I switched to a postpaid plan, and due to this transition, my $19 hotspot package on the prepaid line was completely deleted without any warning.
When I contacted customer service, they told me that once you switch to a postpaid plan, anything on the prepaid line is forfeited and that this is how the system works. However, I was never informed or warned about this beforehand. They likely rely on long, complex agreements that most people do not read and that mainly protect the company, but I believe this practice is not ethical. Customers should be clearly and explicitly informed that their remaining packages will be lost in such cases.
As a result, I ended up paying $19 for a hotspot package on my prepaid line that I never had the chance to use, and then I had to pay another $19 to purchase a hotspot package again on my new postpaid line.
I believe it is unacceptable and unfair to charge customers for a service that was never provided. I also want other users to be aware of this issue. I request a refund of the $19 hotspot fee that was taken from my prepaid line without providing any service.
My ₺600 hotspot package on my prepaid line was deleted without any warning, I switched to a postpaid line the same day and had to pay the same amount again to get a new package. Because of this, I am requesting a refund of the ₺600 fee and I find Turkcell's approach negative.
No response or result was obtained.
Dear Customer, We see that the review of your request has been completed and you have been informed about the matter. You can use the Turkcell app for anything you may need regarding our products and services. Sincerely, Turkcell
I was told they would look into the issue, but after that I didn't receive any response.
