Turkcell Has a Signal Problem And Cannot Resolve It
I recently ported my line to Turkcell. I noticed that although Turkcell claims to be the leader in coverage in Turkey, it does not have reception where my workplace is located. I frequently experience interruptions in calls and internet service. Just like in Turkey in the 1990s, I find myself constantly asking, "Can you hear me now?" while trying to move to higher ground or lifting my phone up to get a signal. Moreover, I work in a central location, on the ground floor of a two-story building with open surroundings and good visibility. When I filed a complaint about this issue on April 16, 2025, I received the following response: "Dear customer, we have reviewed your request. We examined the area you reported experiencing signal/coverage issues in, and unfortunately, we cannot provide a positive response at this time. We will consider your request in our future planning. Have a nice day." In short: they admitted the signal is poor and it won’t be fixed anytime soon. As this is a defective and inadequate service, I questioned why I should be paying for a line I cannot use and called customer service to express my desire to switch operators. Even though it hasn’t been a full month yet, they said I would be charged a cancellation fee of ₺699. As far as I can tell, they delayed issuing my first bill by about 10 days after the line switch in order to increase the cancellation fee. I then submitted a written complaint, explaining that they legally cannot charge me a cancellation fee because the service is faulty. However, the response I received was mocking. The full response is shown in the image below, but I believe this particular sentence was meant to ridicule me: "Since your GSM number is a mobile line, there is no obligation to use it in a specific location." In other words, they are telling me, “You don’t have to use your phone where you are sitting—just get up and go somewhere with better reception.” I had been a Turkcell customer before, about 10 years ago, and left them for the “red company” after my internet package was consumed very quickly. I returned to Turkcell this time because I believed their claims of being better and being a domestic company—but I regret it. Especially due to the mocking tone and the fact that my complaint was not taken seriously and was answered arbitrarily, I request that my grievance be resolved.
Dear Customer, Your request submitted to our customer service regarding the issue has been reviewed, and written information was provided to you on 17.04.2025. You can view the responses in the “Consumer Complaints > Complaint Tracking” section. You can submit any requests for information, suggestions, opinions, and solutions regarding our products and services by selecting the "Help - Submit New Request" steps within our Turkcell application, and you can check the status of your requests in the "My Requests" section. Best regards, Turkcell
As you can see, these are unserious responses. The answers they refer to as an address are already the ones in the photo I shared here, there is no new response. I say you are mocking me, and they repeat the same answer. In other words, they continue to mock me. At the first opportunity I get, I will apply to the Consumer Arbitration Committee. I researched and I am legally in the right; if anyone else is experiencing the same situation, they should also apply to the Arbitration Committee. Such companies cannot provide service even at the time of greatest need, like during an earthquake.
