BNESIM レビュー 318

BNESIM からの回答

2026年4月1日

Hi Cheh Liang,

Thank you for your feedback, and we're sorry for the experience you had.

Unfortunately, the installation process on Android devices is not always as quick and smooth as on iPhones. Some settings are not applied automatically and may require manual configuration, and this is something that, unfortunately, is not fully in our control as it depends on the device and operating system.

That said, we completely understand how this can be frustrating , and we appreciate you taking the time to share your experience.

We’re glad to hear you were eventually able to get everything working.

Best regards,
The BNESIM Team

BNESIM からの回答

2026年4月8日

We're sorry to hear about your experience.

Once our AI agent opens a ticket, it is always assigned to a human agent for handling. Unfortunately, we were unable to locate your case, as we did not receive a reply to our request for additional information, which is necessary for us to investigate and assist further.

That said, we are absolutely here to help. Please feel free to reach out to us directly at marketing@bnesim.com, and we will be more than happy to look into your case and assist you.

BNESIM からの回答

2026年3月25日

Thank you so much, Jasemin.

We’re really happy to hear everything has been working perfectly for you over the past months. That’s exactly the experience we aim to deliver.

Thanks again for choosing BNESIM!

BNESIM からの回答

2026年3月25日

Thank you so much for your wonderful feedback, David!

We’re really happy to hear you’re enjoying both international and national usage, and especially our non-expiring plans. It’s one of our favorite features too!

Thanks again for choosing BNESIM!

BNESIM からの回答

2026年4月1日

Hi Gary,

Thank you for your feedback, and we’re sorry for the experience you had.

Our team has looked into your case, and we’re glad to see that everything is now working fine. That said, we sincerely apologize that it took longer than expected to resolve your issue.

While we have introduced AI to support our customer service, we’d like to clarify that once a ticket is opened, it is always handled by a human agent. However, we’re sorry our team was not as quick as they should have been in your case. This is certainly not the level of service we aim to provide.

We also wanted to mention that our marketing team reached out to you directly but did not receive a response. We would still be very happy to connect and ensure everything continues to work smoothly for you.

Thank you again for your patience, and we appreciate your feedback.

Best regards,
The BNESIM Team

BNESIM からの回答

2026年4月1日

Hi Felicia,

We’re truly sorry that it took so long to resolve your issue. This is certainly not the level of service we aim to provide to our customers.

We can see that your eSIM has now been successfully replaced, and we hope everything is working smoothly. Our marketing team also tried to reach out to you but did not receive a response. We would still be more than happy to assist you further if needed.

Please don’t hesitate to get back in touch, we’re here to help.

Best regards,
The BNESIM Team

BNESIM からの回答

2026年3月24日

Dear Duygu,

We are very sorry for the inconvenience you’ve experienced and for the frustration caused.

We have reached out to you by email to assist further, and we can confirm that your refund has already been issued.

Please accept our sincere apologies for the difficulty in reaching our support team. This is not the level of service we aim to provide.

We remain at your disposal should you need any further assistance.

Kind regards,
BNESIM Team

BNESIM からの回答

2026年3月25日

Thank you so much for your review.

We’re really glad to hear you’re enjoying our pricing and the offers we regularly provide. We’re always working to make staying connected as affordable and flexible as possible.

We truly appreciate your support and look forward to keeping you connected on your travels.

BNESIM からの回答

2026年4月1日

Hi Joost,

To be honest, we are not entirely sure how to respond, as this post appears to be a summary of information rather than feedback on an actual service experience. For this reason, we are also unsure how it has been approved as a review on Trustpilot.

That said, the information you are referring to has always been clearly available in the legal section of our website, including our complaint procedure and contact details. These links and details were also shared with you directly.

If you are experiencing any specific issue with our service, we would be more than happy to assist you. Please feel free to reach out.

Best regards,
The BNESIM Team

BNESIM からの回答

2026年3月24日

Dear John,

We are very sorry for the inconvenience and frustration caused by this situation.

The information provided by our support team was incorrect, and we sincerely apologize for that. This is not the level of service we aim to deliver.

We have reached out to you by email to assist further, and we can confirm that a new SIM card has already been shipped to the correct address. The tracking link has also been shared with you.

Thank you for your patience, and again, our sincere apologies for the experience.

Kind regards,
BNESIM Team

BNESIM からの回答

2026年3月17日

Thank you for your feedback!
We’re glad to hear everything is working well and that you’re happy with the coverage.

BNESIM からの回答

2026年3月17日

Thank you so much for your review!
We’re really glad to hear you’re enjoying reliable internet across multiple countries at a good price. That’s exactly what we aim for.

BNESIM からの回答

2026年3月17日

Dear Mike,

We’re sorry to hear about your experience.

We would like to clarify a few points. The replacement of an eSIM does carry a small cost for us, and our support agents are instructed to inform customers about the €1 replacement fee and request permission before proceeding. In your case, the payment unfortunately did not go through initially, and we informed you accordingly so you could update your card details. As soon as the payment was successfully processed, the new eSIM was issued.

Regarding device usage, we do allow our customers to use their eSIMs on different devices. However, due to standard eSIM technology limitations, once an eSIM profile is installed on a device, it typically cannot be transferred or reinstalled on another one. In such cases, a replacement eSIM is required.

Best regards,
The BNESIM Team

BNESIM からの回答

2026年3月17日

Vielen Dank für Ihr tolles Feedback!
Es freut uns sehr, dass alles einfach und schnell funktioniert hat und Sie im Urlaub eine so gute Erfahrung gemacht haben.

BNESIM からの回答

2026年3月25日

We’re truly sorry to read about your experience and the inconvenience this has caused, Dan.

We’ve tried to locate your previous chat with our support team but, unfortunately, we couldn’t find any record based on the information available. We would really appreciate it if you could reach out to us directly at marketing@bnesim.com so we can investigate what went wrong and assist you properly.

We want to reassure you that BNESIM is very much a legitimate company, and what you’ve described is absolutely not the experience we aim to provide. While we have introduced AI to help manage support requests more efficiently, there are still human agents handling all opened tickets.

We’d genuinely like the opportunity to look into your case and make things right. Please do get in touch.

BNESIM からの回答

2026年3月17日

Çok teşekkür ederiz!
Uygulamayı kolay ve pratik bulmanıza ve Avrupa genelindeki kullanım avantajından memnun kalmanıza çok sevindik.

BNESIM からの回答

2026年3月17日

Thank you so much for your continued support!
We’re thrilled to hear you’ve been enjoying our service and coverage over the years, and that the no-expiry option has been useful for your travels. We really appreciate it.

BNESIM からの回答

2026年3月17日

Dear Angelica,

We’re very sorry to hear about your experience and truly regret the frustration this has caused you, especially while traveling. This is certainly not the experience we aim to provide.

We wanted to take another look into your case to better understand what happened, however, we were unfortunately unable to locate your conversation with our support team.

Please feel free to reach out to us at marketing@bnesim.com and share your account number or any details you may have. We would really appreciate the opportunity to investigate this further and understand what went wrong.

Thank you for bringing this to our attention, and again, we sincerely apologize for the inconvenience.

The BNESIM team

BNESIM からの回答

2026年3月17日

We’re sorry to read your review, Adriano.

We reached out to you via Trustpilot to request a few more details so we could look into your case, but unfortunately we didn’t receive a response. Without additional information, we were unable to locate your account or any support request, if there was one.

We take claims like this very seriously and would genuinely like to understand what happened. Please feel free to contact us at marketing@bnesim.com with your account details so we can investigate and assist you properly.

BNESIM からの回答

2026年2月18日

Hi Frank,

First of all, we are truly sorry for the inconvenience and frustration this situation caused you. That is certainly not the experience we want anyone to have with BNESIM.

We would like to clarify what happened. When our support team initially reviewed your case, they saw that the lounge pass purchase had been made using BNE Coins, and therefore processed the refund back to your BNE Wallet.

What was unfortunately misunderstood is that BNE Lounge Passes can only be purchased using BNE Coins, meaning you first had to top up your wallet. Since that wallet top-up was made using your card, you were absolutely entitled to request the refund back to your original payment method.

We sincerely apologize that this was not properly assessed earlier and that action was not taken sooner.

We can now confirm that the refund has been issued back to your card. Depending on your bank, it may take a few business days to reflect.

We also regret that your previous support experiences left you feeling unheard. This is not the level of care we aim to provide, and we are reviewing this internally to prevent similar misunderstandings in the future.