Turkcell Early Termination Fee Dispute After Misleading Customer Support Call

On March 9, 2026, between 10:22 p.m. and 11:07 p.m., I had a phone conversation with a Turkcell customer service representative, Ms. T**. My previous mobile plan was Star + 18 GB, and my contract commitment was scheduled to end in July. I had accidentally selected a new plan called “Dev Yıllık 120 GB,” and I contacted customer service to request help canceling it.

During the call, I repeatedly and specifically asked whether canceling the new plan would result in any early termination fee. I was clearly told that I would not have to pay any termination fee under any circumstances, and that there would be no charges until my contract ended and I left the operator. Based on this clear assurance, I approved the cancellation of the new plan, even though I had switched to it only 45 minutes earlier and had not used any of its services at all.

However, after the cancellation was processed, a $74 early termination fee was charged to my line. When I contacted the same representative again, she claimed that she had not given such a guarantee during the call. Instead, she said that because my contract ends in July, she thought the termination fee would simply be reflected in installments, and that she had not provided any other specific information.

I explicitly asked during the call, “So there will definitely be no termination fee, correct?”, and I received a “Yes” in response. Based on that statement, I approved the cancellation. Now I am being charged $74, even though the plan was active for only a short time and no usage occurred.

Despite the customer representative’s clear assurance, I do not accept this charge. I request that my call recordings be reviewed and that the $74 early termination fee, which resulted from incorrect information provided by customer service, be fully canceled and my grievance resolved.