eSIM IO Still Has Not Refunded My Canceled Package

On April 19, I accidentally purchased a package through the eSIM IO application and immediately requested that the package be canceled. After contacting the company through WhatsApp, I was informed that the refund process had supposedly been initiated as of April 23. However, despite 7 days passing since then, no refund has been credited back to my account.

Because of this situation, I contacted my bank directly. The bank informed me that there is no visible refund transaction on their side and that no refund process appears to have actually been started. This directly contradicts the information I received from eSIM IO support.

I request that the approximately $14 payment I made for this package through eSIM IO be refunded to my credit card as soon as possible. I also expect a clear explanation regarding why I was informed that a refund had been initiated even though no refund activity can be seen by my bank.