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.