Unfair Billing By Turkcell
In my May and June bills from Turkcell for my line, I was charged amounts beyond the agreed commitment of ₺410. When I contacted the company, they claimed that the additional charges were due to a game purchased from the Google Play Store. Despite speaking with five different customer service representatives—and noting that my calls were recorded and can be verified under KVKK—the issue remains unresolved. While the company initially told me that my bill would never exceed ₺410, my latest invoice came to ₺873.20. Turkcell refuses to honor the original agreement and now claims that the promised amount is not their responsibility. Each time I explain the issue to a representative, they respond with phrases like “we understand you” followed by “unfortunately,” and reject my objections. It’s clear that the call center staff are not adequately trained, and customer requests are not handled consistently. Each call results in a different response, but always ends with another inflated bill. It feels like they are playing games with customers while quietly adding extra charges. I request that the excess charges on my last two invoices be refunded and that the company take responsibility and resolve this issue properly.
Dear Customer, Paycell Mobile Payment is a service that allows you to securely make your purchases and payments at contracted member merchants. No payment transaction is made through your line without any request or approval. Turkcell only provides collection services for this service. The responsibility for products and services purchased with Turkcell Mobile Payment lies with the member merchants. You can submit your requests regarding transactions made via Google Play Store by contacting Google Play Store. You can review all the details about our products and services. If you have any questions, you can reach our customer service or submit your request by following the steps “Profile > Help Center > Contact Us” in the Paycell application. Best regards, Paycell
The issue you refuse to understand is that, even though I have stopped making these purchases, transactions can still be made. Either your employees cannot process things properly or they pretend as if they have. I know exactly what I am saying. I told the customer representative that I do not accept any transactions outside my bill amount and that I absolutely do not want to pay any extra bills. They said they would close the line to any shopping transactions and got my confirmation. Yet, the next bill was again over 410 TL. I don't know or recognize Paycell, and I have not signed any contract or commitment with you. Despite all this, your customer representative tells me to call Paycell and have the cancellation done. According to what or to whom? Did I make the subscription that I should be the one to cancel it? I do not accept this kind of billing either. As of today, I will change my operator even if it means paying a cancellation fee, because you are misleading people with fancy words about things they do not know or understand and charging them extra bills. It's a shame, I truly condemn this injustice and you.
