Charged a second time for eSim... CS_Agent ghosted me

[Chillforce]

Hi, I recently purchased a new phone and had to switch over my eSim from the old device to the new. At the time of the switch I was charged $5, which is not correct. I contacted CS_Agent and requested a refund.

This is the statement I got back from CS_Agent:

"Before we proceed, I would like to set the right expectations.

Due to security policies, our eSIMs are not recycled, nor can they be transferred to another phone.

Therefore, you must get a new one: "

I responded asking for clarity and was ghosted.

My question is: Seriously - what are we doing here? This statement is not correct as I meet all of the criteria for a free transfer. Here is the link to the policy: Policy 

Can someone at public please credit me back or do I need to get CCTS involved? Over five dollars? 

[Chillforce]

The solution was to submit another ticket to get the correct answer. Still disappointed that the first agent did not follow procedure and wasted everyone's time but at least the issue was resolved.

[Chillforce]

@kb_mv I had paid for the eSim and asked for a refund. This was the response, they didn't really address my concern at all just wrote this. I was kind of confused as well....

[kb_mv]

@Chillforce Call me confused but where in the CS response does it say you need to pay for the new esim? I read it as you can't reuse your esim, you need to get a new one. No mention of paying or free for that matter. To me they just restated the obvious.

"Before we proceed, I would like to set the right expectations.

Due to security policies, our eSIMs are not recycled, nor can they be transferred to another phone.

Therefore, you must get a new one: "

[Dunkman]

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@Chillforce wrote:

About 15 hours ago.. I guess I can wait a bit.. but just not sure why this answer was given? It is clearly wrong. 

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@Chillforce 

I agree that you should wait a bit longer.  Weekend response times seem longer due to lower staffing.  You should get a response sometime today.  

[Chillforce]

About 15 hours ago.. I guess I can wait a bit.. but just not sure why this answer was given? It is clearly wrong. 

[slusagm]

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@Chillforce wrote:

Thank you, yes I did buy the eSim over 15 days ago. IDK why I would need a new ticket though, this one should be sufficient...

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if you think it is  sufficient, then reply the message and ask them to escalate

[Dunkman · Accepted solution]

@Chillforce 

How long ago was the last response?  Over weekend, the response times are longer than usual.

 If more than 48 hours, I would submit a new ticket.  It should be free if you purchased the first eSIM for your PM account before. 

[Chillforce]

Thank you, yes I did buy the eSim over 15 days ago. IDK why I would need a new ticket though, this one should be sufficient...

[slusagm]

from what I understand, they will only reimburse the $5 esim charge if the previous time you bought was over 15 days ago.  So, did you meet that requirement ?  the 15 days is there to avoid people keep changing phone and get a new eSIM daily

but if you think you have an argument, you don't need to get any government involved, just message PM back or open a new ticket