Pocket eSIM Refund Still Missing After Promise

My daughter purchased and installed a Pocket eSIM through Turkcell for use in Dubai from December 10 to December 17. A payment of 688.31 TL (approximately $14) for the approximately 10 GB package was charged to my Halkbank Paraf credit card on December 11. The ICCID number associated with the eSIM is 8944422711105870458. However, due to a technical issue, the line continuously displayed a “line pending” message, and my daughter was unable to use the eSIM at all during her entire stay in Dubai.

After experiencing this issue, I contacted Pocket eSIM and explained the situation in detail through their support channels. After considerable effort and numerous messages, a customer service representative informed me in writing around December 20 that the amount would be refunded. Despite this written confirmation, no refund has been credited to my account to date. If necessary, I can provide my Halkbank Paraf credit card transaction records as proof that I made the payment.

I do not consider it acceptable that the promised refund for a service that could not be used has still not been issued. I request that the full $14 amount paid for the unusable package be refunded to my Halkbank Paraf credit card without further delay and that this matter be resolved promptly.