I Bought Airalo Europe 3GB eSIM but It Never Worked in Bulgaria

On August 16, 2025, I purchased the Airalo “Europe 3GB” eSIM package through the mobile app using my credit card, planning to use it while in Bulgaria. The purchase and installation were completed successfully on my Samsung Galaxy S24 FE, but the internet connection never worked. According to Airalo’s system, the package shows as active but remains completely unused since I was never able to access the service.

When I tried to reach out for help, I was only directed to automated responses and FAQs. There was no way to speak with a real customer service agent or receive actual troubleshooting support. This left me without internet access during my trip, despite having paid for the service.

I find it unacceptable that a paid service is unusable and that customer support is virtually inaccessible. I have proof of the bank transaction confirming my payment. Since I could not use even a single MB of the 3GB plan, I am requesting a full refund. Airalo must provide a solution for this issue and improve its support process so that customers do not experience this kind of neglect again.