Stranded in a Foreign Country

I am writing to express my extreme concern and frustration with your service. We have been in Europe since last Tuesday July 14th. Today, July 22nd both my phone and my husbands phones could not longer connect to cellular service. My husband’s went first thing this morning. I wasted nearly 3 hours on the chat to be told our case was escalated to the tech team which wouldn’t be available until 9am your time which is 3pm here and I would get a call. I didn’t get a call. 

Now my phone stopped working. We came back to the hotel so I could get on WiFi to call. I was on the line for over an hour and a half. Nothing changed. I said - look we have to be able to leave the room to get some food can you call back in two hours. The guy said yes and repeated that it would be 2:30 there- 8:30pm here. No one called, so I called and got now my 5th representative. We go through many of the same steps. They can’t get my husband’s phone to work. He asks me to try to call someone else from my phone. I said so you want me to get off the WiFi calling? “Yes.” I asked if he would call back if we lost the connection and he said “yes.” Well the second I toggled the WiFi off the call dropped and no one ever called backs we joe have two phones we can’t use. We are leaving tomorrow and Joe I have no GPS to get me where I need to go. I am also nervous about the car service being about to reach me for drop off in the morning and when we arrive back in the US.

I was told by one agent that it was a glitch on your end. Another went “huh” when I told them what was going on. Then one from this afternoontold me that the chat this morning told us to do the absolute wrong thing to install an eSIM card to a phone with 1)a physical SIM card and  2) we should of never been told to add an eSIM when we’re not in the country.

At the very least we expect  today’s global charge on our phones to be refunded since we haven’t been able to use it. That is the very least. To leave us without a mode of communication in a foreign country is disturbing and completely unacceptable. To then learn we were told the wrong information that caused my phone to be kicked off the cellular network is unacceptable. 

I will be looking at other phone carriers when we return. I will also be reaching out to Connecticut’s attorney general and the Better  Business bureau. I was told twice today I would get a call back - I received none and don’t have a mode of communication. 

As I was writing this the agent for this afternoon called and said he was trying to call for the past two hours. But my phone never rang. Then we got disconnected. He called back and disconnected within seconds so now WiFi calling doesn’t work. He started to say that by installing the eSIM card on my husband’s phone this morning it knocked out my phone. So thanks for making it even worse.