As a customer who has happily used Turkcell for years and has generally been satisfied with the services provided, I now feel compelled to write this complaint due to a series of issues I've recently encountered. Lately, with significant increases in package prices and consistently high bills due to overages, I felt that no suitable package was being offered to me, which led me to decide to switch my line to another operator. When I communicated this, your customer representative said, "We don't want to lose you," but no concrete solution was provided.
I experienced technical problems like frequent internet and service outages, and despite both of my lines being with Turkcell, one would go out of service while I was on a call with the other. After expressing these concerns, I informed you that I would transfer all my lines (a total of 8) to another operator. During a conversation with your customer representative before switching, I was never informed about an "early termination fee." However, immediately after switching, I was faced with a bill of ₺1603. I repeatedly contacted Turkcell to report this issue, explaining that I did not want to pay the fee and would even return to Turkcell if needed. Yet, no solution was offered.
I was misinformed by your representative, who failed to mention the early termination fee, which caused unnecessary inconvenience. Despite returning to Turkcell and being offered a suitable package, the early termination fee was not canceled. I had to pay it out of concern that my other lines might be affected or shut down. It's very annoying to have gone through this ordeal over a single line.
Here are my questions: Why wasn’t I informed about the early termination fee beforehand by your representative? Why wasn’t the remaining commitment period added to my other lines, or why wasn’t I offered a better solution? Despite returning to Turkcell, why wasn’t the early termination fee I paid deducted from future bills? I urgently request that this issue be resolved and that the early termination fee I paid be refunded. I look forward to your prompt response regarding this matter.
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