Complaints

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. Purchase an esim that was advertised to be usable almost instantly 2. Purchased eSIM profile required to use the service failed to download upon the first attempt.3. The eSIM became unavailable for download after the first attempt and stated to be in use.4. Contacted Nomad and provided description with eSIM specification and with screenshot images.5. ***** stated that "this may be a bad ESIM" confirming the defect in its product.6. ***** stated that it "will process a refund...in the form of Nomad points"7. Nomad failed to process a refund or to stay responsive for one week.8. The delay defeated the purpose of purchasing the eSIM instead of physical SIM at a store inside an airport and also made the purchased eSIM for U.S. service unusable after a week.9. I demanded the refund to be made by returning the money to the original charge method.10. Nomad rejected the request.11. I am initiating this action to collect the money from Nomad, a brand of LotusFlare **** via traceable and verifiable method of communication in order to obtain statements regarding the intentions and decisions of the vendor, or lack thereof.12. My assumption is that LotusFlare *** is using Nomad brand to use systematically and purposefully orchestrated actions involving more than one person in its company to intentionally and fraudulently delay the process to make purchases unusable for main target consumers, short-term international visitors to U.S., while refusing to provide a refund unless the refund would stay in its possession in a form of Nomad points, so it can inflate amount of available cash on its balance sheet to either generate more interest income or inflate value of the business or both.I am committed to find out.

  Business response

  07/18/2024

  Hi Team,

  At the outset we will like to mention that as of yesterday we have refunded the customer. Accordingly the customers desired settlement has been reached.

  We looked into the issue and wanted to share the following:
  - During the period there was a massive disruption in our provider which led to more than expected ticket volume (******************************************************************************************************************************************************************************************************************************************************************************)
  - The customer created multiple tickets which are harder to track and respond to

  Hence there was a delay in our response. Further as per our policy we offered a full refund in points which are available immediately so that the customer can buy a new plan. A Refund to original payment method takes a few days to process.

  Also as per our policy we respond to the tickets that are sent the earliest, due to multiple tickets and follow-**** the tickets kept getting updated to the newer date and our agents were not able to clear the backlog to reach the customer's ticket.

  These are standard policies used by various companies.

  We don't track points and they are definitely not cash equivalents as points are issued on referrals, promos etc.

  The issue happened due to a wide outage and we accept the delay on our part. We have refunded the user and hope the customer is happy with this resolution. Accordingly we assume the case is settled.

  Thanks,
  ******.

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