Hi Odido Customer Support,
I want to raise a complaint regarding a very frustrating experience with my eSIM subscription and the support I received.
I applied for an eSIM and renewed my subscription via the Odido app so that I could use my mobile line abroad. On March 10, I received a confirmation email stating that my subscription had been successfully renewed.
On March 12, I received my eSIM card and activated my line while I was in the Netherlands. As I was planning to travel on March 13, I checked the Odido app again on March 12 to confirm that my subscription had been renewed. However, the app was not showing any information regarding my subscription.
Before leaving, because of that reason I contacted customer service to confirm whether I could use my line abroad without any issues. I was assured that there would be no problem using my line internationally.
However, when I arrived at the airport and turned on my phone, there was no service. After connecting to the internet and opening the Odido app, I also noticed that no subscription or data information was displayed there either.
Because of this, I had no choice but to call Odido customer support from Turkey. In total, I spent around 30 minutes on the phone.
During the first call, I was transferred between four different people and was eventually redirected back to customer service without any explanation, after which the call was abruptly hanged up.
During the second call, the support staff did not understand my issue and provided incorrect and irrelevant explanations, such as claiming that subscriptions cannot be started abroad or that the issue was due to my SIM card being “too old.” Eventually, despite explaining that I do not speak Dutch and that I had already started the conversation in English, I was redirected to Dutch support. Even after repeatedly telling that I do not speak Dutch, the call was again hanged up instead of transferring me to an English-speaking agent.
Rather than helping to resolve the issue, the process became unnecessarily long and frustrating due to incorrect information, lack of understanding of the problem, and repeated disconnections. In addition, the subscription information clearly states that the service can be used in Turkey, yet I was initially told that it could not be used there, and only later did the agents realize this was incorrect.
Furthermore, I had to make a 30-minute international call to the Netherlands from Turkey while keeping my line active, which resulted in additional costs and significant inconvenience.
Given that this issue occurred due to incorrect information and lack of support from Odido, I do not accept the charges related to this call. I kindly request that Odido handle and resolve this issue of not being able to use the subscription abroad directly and compensate for the costs caused by this situation.
I am waiting for your response and a prompt resolution.
Thanks,
