eSIM.io Unauthorized €50 Balance Charge Complaint

I am filing a complaint regarding two transactions on my eSIM.io account that I believe were made without my knowledge or authorization. On September 3, 2026, €50 was added to my account balance, and that balance was then used to purchase a 20-day unlimited data package for Japan. My account is registered under the email address b*************@gmail.com.

I did not knowingly request or authorize the €50 balance top-up or the purchase of the Japan package using that balance, and I absolutely do not accept these transactions. After noticing what happened, I contacted eSIM.io customer service through WhatsApp. During our conversation, I was told that the transactions had been made by me and that the package could not be canceled or refunded due to the nature of the product. Despite all of my objections, no solution was offered.

I have not installed, activated, or used the Japan eSIM in any way. The “Add eSIM” option is still visible in the app, which indicates that the package has not yet been activated.

eSIM.io’s own “Purchase, Cancellation and Refund Policy” states that a purchase may be canceled prior to activation. The policy also provides for refunds of unused Credit deposits in certain circumstances when the payment was made in error and no portion of the balance has been used. Despite this, my refund request for a package that I have neither activated nor used has been rejected.

I request that the company explain exactly when and how the €50 balance top-up and the Japan package purchase were made, including the payment method and the authorization steps used for each transaction. If eSIM.io claims that the eSIM was activated, I request that the company provide the relevant activation and provisioning records showing when and how the activation took place.

I request that the unused €50 balance top-up and the Japan package be canceled and that the full amount charged be refunded to my original payment method. Since I have not installed, activated, or used the Japan eSIM, I also request that the company explain the basis for denying my refund request under its own stated policy.