On October 3, 2025, I purchased an eSIM from Holafly for use in Abu Dhabi, United Arab Emirates (Order No: 8REKU8LPA / E15343863) using my email z*********@gmail.com**. The total amount paid was €19.
From the moment of purchase, I was never able to use the eSIM. My device constantly displayed a “Invalid eSIM” message and failed to connect to any network. I tried reinstalling the eSIM multiple times, restarting the device, and following all the suggested troubleshooting steps, but none of them worked.
When I contacted Holafly customer service, I was told that I would be “connected to an agent,” yet no one ever responded or provided a solution.
Since I received no service whatsoever, I am requesting a full refund to my credit card. The product is under warranty, and I believe I am entitled to a refund under Holafly’s own terms for non-functional or unusable services.
I kindly ask that my case be reviewed urgently and that the refund be processed as soon as possible.
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