Saily canceled my plan without telling me after I requested help
I was actually pretty excited to use saily as it seemed like a really easy way to get an eSIM without the hassle of doing research on which eSIM at the airport isn’t a scam.
The first three days of my thirty day plan, it worked great. I connected to Vodafone in Germany and sent a few texts. Once I left Munich, I was unable to use my phone. No service, SOS, and searching… all came up where the 5G network should be. After three days, I checked in with another friend who was using saily. Her phone worked great. So I contacted customer service. After responding to an AI chatbot for five minutes, I was transferred to an agent who asked me to do the same steps that the AI chatbot asked me to do. When those didn’t work, he transferred me to another agent who asked me to do the exact same steps. I requested a refund from this second agent. He transferred me back to the first agent who told me that I had used 7% of my data and was ineligible for a refund. This was impossible. I was at 9.62 gb remaining the last day I was able to use saily. When I checked today, it was 9.3gb remaining. Conveniently at the threshold where refunds were no longer accepted. The first agent told me I could get a refund anyway. When I said that would be fine, he immediately canceled my service. When i asked if he did, he sent a boilerplate response about how once a refund is requested, service would be disconnected. He sent this after I accepted a refund. This was the worst experience with customer service I’ve ever had. Neither Opal nor Douglas were helpful at all, and have ensured that I never use saily again. I recommend no one reading this post does either. Can someone recommend an eSIM from a company that doesn’t suck?