Turkcell Refused to Correct My Contract Extension Date Despite Identical Issue
On November 5, 2024, I contacted Turkcell customer service to extend my line contract, which was set to expire on November 10, 2024. On November 11, I checked the Turkcell app and noticed my contract period was listed as November 5, 2024 - October 9, 2025. I discussed this with a colleague who had switched to the same Turkcell plan on the same day last year through the same dealer and noticed a similar issue. He had already requested a correction through the app. I called customer service on November 11 at 10:32 for 16 minutes to explain the issue and requested a correction, but the representative stated they couldn’t create a request and that the contract was extended for 12 billing periods. They insisted I had not lost any benefits because of my billing cut-off on the 10th, and because I applied on the 5th, my invoice was processed on the 10th. I explained my colleague had the same problem and that his request was accepted, but the representative still declined to open a request for me or escalate to a supervisor. Frustrated, I called again and, after 35 minutes with another representative, managed to create a request numbered 172704775 through live support in the app. On November 12, I received a call from a 532 number, and the representative claimed there was no error after a review. I explained that either my friend’s request was wrongly corrected, or my request was wrongly denied, as his invoice after the correction was adjusted to ₺210 (while mine was ₺255.70 instead of ₺214). His contract was updated from November 11, 2024 - November 9, 2025, exactly what I requested for myself, given we started on the same terms and package. Despite this, no assistance was provided. My contract, which originally expired on November 10, 2024, should have been extended through November 10, 2025.
