eSIM.io Has Not Refunded My Unused eSIM Purchase

I purchased an eSIM through the eSIM.io app for use abroad. I made the purchase on July 23 and was charged $11 for the package. However, after traveling abroad, I discovered that my phone was not compatible with eSIM technology, so I was unable to use the service at all.

As a result, I requested a refund through the app on July 26. Although the payment was taken from my account immediately when I made the purchase, I have still not received a refund since that date. Whenever I follow up, I am simply told that the matter will be handled, but no concrete action has been taken.

Most recently, I contacted customer service through WhatsApp last Friday, but once again, I was only told that they would look into the issue, and the process has continued to be delayed. I still have not received any refund in my account. I request that the $11 I paid for a service I was unable to use be refunded to my card or bank account without further delay, and that I be provided with clear written information about the status of my refund.