Misled by O2 Customer Service Twice – Charged €60 and Left Without Internet in Turkey

On October 12, I called the O2 English hotline to request a roaming package for my upcoming trip to Turkey. I explicitly stated my destination several times, and the customer service representative assured me that the package they offered would cover Turkey. Trusting their advice, I booked the package.

On October 13, I received the activation SMS.

On October 15, just two days before my trip, I called the O2 English hotline again, specifically to double-check that the package covered Turkey. For the second time, I was explicitly assured that it did.

However, when I landed in Turkey on October 17, I was immediately charged almost €60 in roaming fees, reaching the limit at which O2 restricts roaming.

As a result, I was stranded at the airport without internet access for hours, despite having done everything possible to prevent exactly this situation.

To make matters worse, I am now being charged both for the roaming usage and for the package that O2's own customer service representatives recommended to me.

I opened a support ticket a few days after the incident, but I still haven't received any response.

This is utterly disappointing and unacceptable. I contacted O2 twice, clearly explained where I was travelling, and specifically asked whether the package would work in Turkey. Both times, I was assured that it would.

How can customers be expected to trust O2's customer service when even repeated confirmations turn out to be incorrect?

I did everything I reasonably could to ensure I would have internet access during my trip. Instead, I was left without the service I had been promised, charged for something I had specifically tried to avoid, and subjected to unnecessary financial and emotional distress.

I expect O2 to take responsibility for the incorrect information provided by its representatives, review the recordings of my calls on October 12 and 15, and refund both the roaming charges and the package fee.

I should not have to pay for mistakes made by O2's own customer service team, especially when I went out of my way to verify the information twice.

I would appreciate a response from an O2 representative and a concrete resolution to this issue.

Regards,

Kubilay
edit o2_Solveig : 2 November 2026, 5.29 pm – moved from o2 Mobile -> English Community