eSIM IO Support Failed to Explain Coverage for Kosovo and Macedonia

After using a line in Cyprus through the eSIM IO application, I purchased a Kosovo plan for €5. Before traveling, I contacted the WhatsApp support line to ask whether this package would also work in Kosovo and Macedonia. However, instead of receiving a clear and understandable answer, I was given unrelated, confusing, and insufficient responses that did not properly explain the coverage details.

I am currently in Kosovo, and the plan I purchased does not work here at all. Despite paying for the service, I cannot use it in the country for which I specifically purchased it. When I requested a refund, I received only a generic prewritten response stating: “Since you activated and used the Global 5 GB package, we cannot provide a refund. Refunds are only possible if the eSIM services were never used.”

However, my actual issue is not about using the package elsewhere — it is that the plan I purchased does not function in Kosovo as expected and that I was unable to get accurate information from the support team before purchasing it. If I had been properly informed, I would not have purchased this package in the first place.

For this reason, I request a refund of the €5 I paid for this unusable package, which has provided no benefit to me while in Kosovo. I also expect the WhatsApp support line to provide clearer, more understandable, and more accurate guidance to customers in the future.