BNESIM Anmeldelser 

Svar fra BNESIM

Oppdatert for 3 dager siden

Dear Joseph,

We would like to clarify the points raised in your updated review:

1. Contact with a human agent
As previously explained by email, a member of our human support team did contact you after you requested human assistance. We shared a screenshot of that message with you. No response was received after the agent reached out.

2. Troubleshooting
You requested to continue troubleshooting with a human agent, and one contacted you. You chose not to respond because you believed the proposed steps had already been attempted. Without further communication, our team could not continue investigating the connection issue.

3. Refund status
The refund was processed and completed on our side before our previous response. Once a refund is released by the merchant, the time it takes to appear on a card depends entirely on the card issuer. The “pending” status you see confirms the refund is already being processed by your bank; please contact them for the expected completion date.

4. Responsibility for the connection issue
At no point did we state that the eSIM failure was your fault. We only clarified two factual points: the APN entered was not the one assigned to your specific eSIM profile, and our human agent received no response after contacting you. The APN in the installation guide's example screenshot is illustrative; the accompanying instructions explain that the correct APN may vary and must be checked in the eSIM profile within the BNESIM app. Clarifying these technical details is not blaming you for the issue.

5. Your previous BNESIM purchases
You stated you had used BNESIM successfully before. Our marketing team asked whether those purchases were made through another account, because the account associated with the Europe eSIM showed no such transactions. This was asked solely to locate the relevant eSIMs and review their history. We received no answer, so we could not investigate further.

We acknowledge that your recent experience did not meet your expectations, and we have already refunded the order. However, we must correct statements suggesting that no human agent contacted you, that the refund was not issued, or that we blamed you for the service failure, as these claims are not supported by the documented communication.

Sincerely,
The BNESIM Team
_____

Dear Joseph,

We are sorry to see that you have posted another review after receiving our detailed email yesterday.

At no point did we blame you. We simply clarified what our support records show. Both our AI support agent and, immediately afterward, a human support representative informed you that the APN being used was incorrect. Our human agent also attempted to continue troubleshooting with you, but no further reply was received. We provided screenshots of this conversation for transparency.

The APN you entered, “globaldata,” appears in a sample image within the installation guide. However, the accompanying instructions clearly explain that APN settings vary depending on the eSIM profile and must be checked on the specific eSIM profile page in the BNESIM app. The correct APN for your eSIM was “plus,” as communicated to you multiple times by our support team.

We would also like to clarify that your refund has already been issued, and this was confirmed to you twice. Therefore, the statement that you requested a refund “with no luck” is inaccurate.

We fully accept responsibility when an issue originates from our service, but we must also correct statements that do not reflect the documented support history. We regret that the eSIM did not work during your trip, but we believe our team provided the correct troubleshooting information, attempted to assist further, and completed the requested refund.

BNESIM Team

Svar fra BNESIM

For 4 dager siden

Thank you for the great feedback! We’re happy our team could assist you quickly and get everything sorted out.

Svar fra BNESIM

For 4 dager siden

¡Muchas gracias por compartir tu experiencia! Nos alegra saber que disfrutaste de una buena conexión durante tu viaje a Turquía 😊

Svar fra BNESIM

For 4 dager siden

Thank you! We’re happy you found our plans great value 😊

Svar fra BNESIM

For 4 dager siden

Güzel yorumunuz için çok teşekkür ederiz! Avrupa seyahatiniz boyunca BNESIM’in yanınızda olmasından mutluluk duyduk 😊

Svar fra BNESIM

For 4 dager siden

Thank you for your feedback! We’re glad managing your data was simple and convenient 😊

Svar fra BNESIM

For 4 dager siden

Vielen Dank! Es freut uns sehr, dass der Wechsel zwischen den Ländern reibungslos und automatisch funktioniert hat 😊

Svar fra BNESIM

For 4 dager siden

Thank you for sharing this! We’re glad Alex was able to step in and resolve the issue for you.

Svar fra BNESIM

For 4 dager siden

Thank you! We’re really happy you enjoyed the service.

Svar fra BNESIM

For 4 dager siden

Thank you so much for your support! It truly means a lot to our team 😊

Svar fra BNESIM

For 4 dager siden

Thank you so much! We’re glad you had a smooth experience with BNESIM 😊

Svar fra BNESIM

For 4 dager siden

Hi Eva,

We’re very sorry to read about your experience and the inconvenience this caused.

We have personally reviewed your case, and we regret that our support team was unable to assist you properly with the troubleshooting and refund process.

We can confirm that a full refund has now been issued for your order. In addition, we have added compensation to your account as an apology and a gesture of good faith.

We sincerely regret that your experience did not meet the standard of service we aim to provide, and we appreciate you bringing this matter to our attention.

Svar fra BNESIM

For 4 dager siden

Hi Ismir,

We’re very sorry to read about your experience and the frustration this caused.

We have personally reviewed your case. You are absolutely right that we can see the eSIMs and plans purchased through your BNESIM account. However, we do not have access to your phone’s settings, which is why our support team needed to ask additional questions during the troubleshooting process.

In this case, our AI assistant was trying to confirm whether the eSIM experiencing the issue had been correctly enabled and configured in your device settings. These questions are part of our standard troubleshooting process.

We should have handled the situation more clearly and efficiently, and we sincerely apologize for that.

We can confirm that the eSIM has already been refunded.

Svar fra BNESIM

For 4 dager siden

Hi Salma,

We’re truly sorry to read about your experience and that you felt this way after using BNESIM. We understand how frustrating connectivity issues can be, especially while traveling.

We have carefully reviewed your case. The eSIM was initially working, and there was data consumption on the line, which means the eSIM had been correctly installed and activated. Our support team would have been able to guide you through the necessary troubleshooting steps, but once an eSIM is deleted from the device, there are technical limitations that make it impossible for our agents to continue supporting that same profile.

We also want to clarify that nobody intended to disrespect your experience or dismiss your frustration. Our agents followed our refund policy and provided the correct information based on the status of the eSIM, while also offering compensation in BNE Coins as a courtesy.

That said, we genuinely care about our customers and their experience. For this reason, your order has been refunded.

We are sorry this experience left you with such a negative impression of BNESIM, but we want to reassure you that we are not scammers. We are a legitimate company, and our team remains committed to supporting customers in the best possible way within the technical limits of eSIM technology.

Svar fra BNESIM

For 4 dager siden

Hi Joseph,

We’re sorry to read your review and that your experience did not meet your expectations.

We have carefully reviewed your conversation with our WhatsApp support team. During the chat, our assistant informed you multiple times that the issue was related to the APN settings on your device, as the APN being used did not match the one required for the eSIM profile you purchased. Unfortunately, after these instructions were provided, we did not receive any further response from you that would have allowed our team to continue troubleshooting.

We would also like to clarify that our installation instructions do explain that the APN may differ depending on the specific eSIM profile. While the screenshot in the guide uses “globaldata” as a sample APN, the written instructions clearly state that customers should compare the APN against the one shown in the BNESIM app under the eSIM details and update it if needed.

For iPhone, the guide states: “Compare against the APN in the BNESIM app under eSIM details and update if needed.”

For Android, the guide states: “Still in Mobile Networks, tap Access Point Names and select your eSIM’s APN. If you’re unsure which one, open the BNESIM app and check eSIM details.”

The APN “globaldata” belongs to a different eSIM profile provided by a different aggregator and is not related to the eSIM profile purchased from BNESIM. For this reason, it could not have been automatically added by the BNESIM eSIM.

You also mentioned that this issue happens every time you travel to Europe. However, under the account we reviewed, we can only see one Europe eSIM purchased in May, which was never used. If you have used another BNESIM account for previous purchases, we would be happy to review that as well.

We are always available to assist our customers, but in this case the APN instructions provided by support needed to be followed in order for the eSIM to work correctly.