Turkcell Online Tourist Package - Never Again
I purchased a Turkcell Online Tourist Package on 24.05.2026, planning to activate it on 30.05.2026 before my holiday. When I tried to activate it on my phone on 30.05.2026, the identity verification process did not work properly. After scanning my passport, the system asked for a short video recording, but it repeatedly gave error messages and the package could not be activated. Since I was already overseas, I could not call customer service, and in the email you sent it was clearly stated more than once that activation could also be completed at any Turkcell store. For this reason, I waited to return and went directly to the Turkcell store at Istanbul Airport. However, at the store they told me that because I had chosen online application and self-activation, they would not do anything, and they did not even attempt to solve the problem. I explained that as a Turkcell store they should be able to help, but they insisted they could not do anything. In the contract and in the emails I received, it is clearly stated that if the line is not activated, a refund will be made, and I also have an email from Turkcell stating that my Tourist Line application was cancelled and that the fee would be refunded to my credit card. Despite this, 9 days have already passed and no refund has been made. Furthermore, when I tried to submit a complaint on the Turkcell website, I repeatedly received a “Submission Error – We are unable to process your request at the moment. Please try again later.” message and therefore could not send my complaint through your official channel. I request that the fee I paid for the Online Tourist Package, which was never activated, be refunded to my credit card as stated in your own emails and contract, and that the delay and lack of support at the airport store be investigated.
