Turkcell Customer Support Locked My SIM Card and Made It Invalid

I have been using my Turkcell postpaid line for many years without any issues on my dual-SIM phone. On my old device, I entered the SIM PIN code many times and the phone always unlocked normally. Today, I bought a new device, inserted my SIM card, and entered the PIN code, but it was not accepted. I tried the SIM card in other devices as well, and it still did not work. I then attempted to unlock it using the PUK1 code, and the screen showed that I had six attempts remaining.

I called Turkcell customer service, verified my PUK1 information, and entered the PUK code while speaking with the representative, following their instructions. The system accepted the PUK code and asked me to create a new PIN. I entered the new PIN, and when I was asked to re-enter it for confirmation, a warning appeared on the screen saying “PUK attempt remaining: 1”. I used that final attempt under the guidance of the Turkcell representative, and unfortunately, my line became “SIM card invalid.”

A line that I have used for years became invalid as a result of actions taken together with a Turkcell customer representative, and now I am being told that I must go to the nearest store and pay a fee to get a new SIM card. I do not want to pay anything for a problem that resulted entirely from their guidance and errors, and I am even considering canceling the line if necessary. I request that Turkcell provide a new SIM card free of charge and restore my line for immediate use to resolve this issue. The last four digits of my customer/line number are 0848. I ask that this process be reviewed carefully and that my problem be resolved urgently without shifting responsibility onto me.