Turkcell Store Refused My Legal Power of Attorney and Denied Service
I visited the Turkcell branch located in Setbaşı, Bursa, to pay the outstanding debts of a deceased customer and close the mobile line on behalf of the deceased person's daughter, my niece. I hold a legally valid power of attorney that authorizes me to conduct transactions, follow official procedures, and represent her before public institutions and organizations.
Despite presenting this power of attorney, branch employees refused to process the transaction, claiming that the document specifically needed to contain the word “Turkcell.” I explained that, to my knowledge, such a requirement does not exist under the law and that the authority granted in the power of attorney was sufficient to complete the requested transaction. However, the employees insisted that they could not proceed without that specific wording.
When I questioned the legal basis for this requirement and asked who within Turkcell had established such a rule, the conversation became increasingly confrontational. Rather than providing a clear explanation, I was told things such as, “Who are you?” and “Since you know the law so well, you can handle it yourself.” When I stated that I believed I was legally correct, I was told that even if I turned out to be right, my transaction would not be processed.
The discussion escalated unnecessarily and appeared to be turning into an argument rather than a professional customer service interaction. Because I challenged what I believed to be an incorrect interpretation of the power of attorney, the employees became visibly irritated. In my opinion, the staff either lacked sufficient understanding of the legal document presented to them or failed to properly evaluate its scope and authority.
As a result, I lost valuable time, and the delay caused by the refusal to process the transaction allowed the outstanding bill balance to continue increasing. I believe this situation was avoidable and resulted directly from the actions of the branch employees.
I request that Turkcell conduct a thorough review of the incident, evaluate the conduct and competency of the employees involved, and determine whether the refusal to process the transaction was consistent with company policy and legal requirements.
The visit concerned the account of T***** C**** associated with the phone number 539642. The application and transaction request were made by Semih N****** under the authority granted by the power of attorney.
Progress
Around 13:20 on 05.06.2026, I went to the Turkcell branch located at No:29 İstiklal Street, Hamidiye Neighborhood, Gemlik, Bursa, to have the line number 0537 *** ** 96 belonging to my niece Aleyna Cihan’s deceased father Tayfur Cihan closed. I had with me an official power of attorney, valid at all public institutions, showing that I am the heir and holder of the power of attorney for my niece. Previously, at the Bursa Setbaşı branch, they also refused to process the request for the same reason; the Turkcell headquarters had called me, stating that they were obliged to carry out the operation, that the branch would be given the necessary instruction, and they apologized. Nevertheless, at the Gemlik branch they similarly said they could not process the request because the power of attorney did not contain the words ‘Turkcell’ or ‘GSM’, claiming that this is their policy. Even though I pointed out that they are required by law to perform this operation, my request was again denied with statements such as ‘don’t mix us with state institutions, we were given this instruction, we were taught this in training’, which I consider unlawful. I observed that the staff at the branch lacked adequate equipment, showed a deficiency of knowledge regarding regulations and official documents, were reluctant to seek information from the management when needed, and behaved as if they were superior to the state’s laws and institutions. Although in my first complaint the management intervened and said the operation could be performed, this time I was met with a flippant, responsibility‑evading attitude such as ‘if you want to file a complaint, go ahead, then we’ll do it that way.’ I request that Turkcell, especially the Bursa Setbaşı and Gemlik Hamidiye branches, retrain the staff working at these locations on legal matters and the validity of official powers of attorney, ensuring the training is accurate. I also demand that Turkcell employ personnel who are not hesitant to obtain information from management when necessary, who can take responsibility and understand the regulations, and that the oversight of these branches be intensified. Even if Turkcell has foreign partners, its internal training must clearly convey that it is obliged to comply with the laws of the Republic of Turkey, and that necessary steps be taken to prevent similar incidents from recurring. I wish to state that I am filing a complaint against Turkcell. Furthermore, I request that Turkcell not charge me for any extra billing amounts that have arisen or may arise due to the arbitrary delay in closing the line.
Dear Customer, We called you twice on June 3, 2026 from number 532 but could not reach you. You can use the Turkcell app for any needs regarding our products and services. Sincerely, Turkcell
Called twice in a row, it was closed saying your voice is not coming, you messed up badly; please inform the result via message, what is the outcome of your investigation?
Even though I had a power of attorney at the Turkcell branch, no action was taken; the staff's insistence led to an argument, my bill increased, and my request is still unresolved.
Dear Customer, We called you but could not reach you. You can use the Turkcell app for any need you may have regarding our products and services. Sincerely, Turkcell
BTK gave an even more problematic response; just look at the level of knowledge of the employees. This is an automated answer crafted to make the job an uphill battle. The state and institutions should continue to operate with personnel of this intelligence level. The lawsuit fees were deliberately increased to up to 150,000 TL, so let’s not even ask about our rights. In the application you submitted to us, your complaint regarding the dealer has been received by BTK. Accordingly, your complaint concerning the Turkcell Store has been forwarded to the managers. The dealer has provided information that the power of attorney does not contain a clause indicating telecommunications authority. Moreover, if the death of the legal line owner is recorded in the Central Population Administration System (Mernis), no document is required. If the death information does not appear in the system, a population record excerpt showing the person’s death (a barcode document obtained from e‑Gov is valid), a death certificate, report, burial permit, inheritance decree (inheritance document) or one of these documents together with a photocopy of the applicant’s ID is requested. The dealer has responded that the necessary investigations will be carried out if you visit the store again. We would like to note that the dealer’s behavior has been reported to its manager so that appropriate actions can be taken. Sincerely, Turkcell Communication Services
