VOXI Mobile
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Cancelled within cool off period, but refund still hasn't been provided beyond the 8 working days stated
I ordered an eSim whilst on holiday as my current provider's coverage was pants, but Vodaphone's seemed good in the area. Voxi claim that eSims should take no longer than 24 hours to be emailed to you. However, 24 hours past and it didn't appear (not even in the junk mail). In the meantime, I managed to set up an eSim with ID Mobile who sent the eSim instantly. I therefore choose to cancel the service with Voxi within the cooling off period, claiming a full refund for the unused sim. The only way of contacting them was via the chat bot which eventually took me to a supposed actual person (although I do question this, as they seemed pretty robotic). We seemed to go around in circles regarding whether the service was cancelled or not, with answers provided contradicting previous statements on cancellation. I therefore requested an email confirming that the service had been cancelled, and they tried to weasel out of it, but after half an hour and escalation to their line manger, they finally confirmed the service was cancelled and sent an email according. They also confirmed that a refund would take 8 working days maximum. Eight working days past and there was still no refund. I once again went on the chat bot and was eventually referred to a "person". However, this person insisted that they needed to reactivate my account to process the refund, and this required me to set up a new eSim. I told them that I did not trust that this wouldn't reactivate my service, and thus void the termination within the cooling off period. I therefore wanted the refund to be sent to my provided card details. I was told repeatedly this wasn't possible. I therefore requested the issue was escalated to their line manager and a complaint was raised. After ignoring my requests three times, and repeating the need to set up an eSim to carry out the refund, I eventually got referred to a "manager". This "manager" asked me to repeat the issue again and then proceeded to try and get me to set up another eSim... After repeating my request for a refund to my provided card details, I got told I had been referred to the wrong "manager" and waited another 10 mins whilst a new "manager" repeated yet again the computer says no answer of setting up an eSim to issue the refund... I ended the chat (after an hour) with them confirming they had escalated the complaint and that I would receive a text to my provided mobile number (not the Voxi eSim) confirming the complaint had been logged within 2 hours. However, it is now nearly 5 hours and no text has been received. I have therefore pursed a complaint with an email address I found for Voxi (which incidentally the chat people refused to give to me). Unfortunately, Trustpilot won't let me add it here for your benefit, but if you Google "Voxi email address" it does come up lower down in the search.