eSIM IO Refuses Refund for an Unusable Cuba eSIM Package

Through eSIM IO, I purchased an eSIM package costing €49 to use during my trip to Cuba. The payment was charged to my credit card on January 15, 2026, in the amount of approximately $58. However, before and during the purchase process, the application did not provide sufficiently clear or detailed information regarding device compatibility and eSIM support. Because of this lack of proper warning, I only realized after completing the purchase that my phone does not support eSIM technology, meaning I was completely unable to use the package I bought.

As a result, on January 20, I contacted the company through their WhatsApp support line and requested a refund. However, despite more than 10 days passing since my request, I continue to receive only generic responses such as “the review is still ongoing,” and I feel that the process is intentionally being delayed without any concrete resolution. I do not accept such a prolonged and uncertain review process for a service that I was never able to use at all.

I have no objection to my name appearing in the complaint, but I do not want my phone number to be shared publicly. I request that the approximately $58 payment for the unusable service be refunded to me as soon as possible and that this matter be resolved clearly and without further unnecessary delay.