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.
