Unresolved eSIM Activation Failure and Unacceptable Customer Service


I am writing to submit a formal complaint regarding the handling of my mobile subscription and the repeated failure to activate my eSIM.


For more than a week, I have been unable to use my business phone number because of repeated failures in your eSIM activation process and the unacceptable level of customer service I have received.

This is my business phone number, and being unreachable has had a direct impact on my business.

During this process, I experienced the following:

My eSIM request was repeatedly rejected because your system claimed that the IBAN used for the €0.01 verification payment did not match the IBAN used for my monthly payments.
I followed your instructions and updated my bank account details.
I received an official confirmation email from Youfone confirming that my new IBAN had been successfully updated.
Despite this, my eSIM request continued to be rejected with exactly the same error.
One of your representatives advised me to travel to a service location to obtain a physical SIM card as the fastest solution.
I spent approximately 1.5 hours travelling there, only to be told that they could not help me because the SIM could not be activated until Youfone completed the activation on your side. The entire trip was unnecessary and resulted directly from incorrect information provided by your customer service.
I contacted customer service again and received contradictory explanations from different representatives. One blamed my Revolut Business account, another suggested changing my bank account, and later I was told that because I had already attempted the process several times, it could no longer be completed.
Every representative gave different information, no one took ownership of the issue, and nobody was able to resolve it.

I have spent many hours trying to solve a problem that should have been straightforward. I have lost valuable working time, incurred unnecessary travel, experienced significant frustration, and have potentially missed business opportunities because my business number has been unavailable.

This level of service is completely unacceptable.

I expect Youfone to:

Resolve my eSIM activation immediately.
Provide a clear written explanation of what caused this issue.
Explain why I received contradictory information from multiple representatives.
Compensate me for the unnecessary time and travel caused by the incorrect advice provided by your customer service.
Confirm what measures Youfone will take to prevent similar situations from happening again.

I have retained emails, screenshots, payment confirmations, and records of my communications with your customer service, and I am prepared to provide them if necessary.

If this matter is not resolved promptly, I will escalate it by submitting a formal complaint to the relevant Dutch consumer authorities and, if necessary, pursue compensation through the appropriate legal channels.