Pocket eSIM Kosovo Data Not Working After Purchase

In May 2026, I purchased the Europe Balkans package directly through Pocket eSIM’s website. The package description clearly stated that North Macedonia and Kosovo were included. I used the service without any problems in North Macedonia, but when I entered Kosovo, the eSIM did not work at all and I was unable to access the internet.

I contacted Pocket eSIM through its WhatsApp support line about the issue. The representative claimed that Kosovo was not included in the package I had purchased and used an extremely casual and inappropriate tone while communicating with me. When I sent the representative screenshots showing that Kosovo was listed as part of the package at the time I made the purchase, they then claimed that Kosovo had been removed from the package. Despite this, no solution was offered for the inconvenience I experienced.

I also tried to contact the company by email, but my messages bounced back, most likely because their mailbox was full, meaning they apparently could not receive the emails I sent. This made the situation even more frustrating, both because the service was not provided and because I was unable to reach anyone afterward.

I paid $8.12 for 3 GB of data and received no service in Kosovo. I am requesting a full refund of the $8.12 I paid for the service I could not use. I also expect the company to provide me with an explanation regarding the inappropriate and disrespectful manner used by the representative I spoke with on WhatsApp and to conduct the necessary internal review. I kindly request that this issue be resolved as soon as possible and that I receive a written response.