Kim

Hi Kim - We checked and don't have any records of you as a customer or contacting our Support Team - please reach out as we can help. Subscriptions can be downgraded at any time by going to your Account Settings and then clicking on 'Membership' and then 'Change Plan.' If you encounter any issues, please reach out to our support team by email (support@sequencing.com), phone (1-833-544-0001), or online chat as they're always happy to help.

For additional guidance on how to downgrade your subscription, there's a helpful article in our Knowledge Center (just search for 'downgrade'): https://sequencing.com/knowledge-center/site-guide/account-settings/membership/how-modify-your-genome-plan#downgrading-your-genome-plan

Hi Manuel - We checked and don't have any records of you contacting our Support Team - please reach out as we can help. Subscriptions can be downgraded at any time by going to your Account Settings and then clicking on 'Membership' and then 'Change Plan.' If you encounter any issues, please reach out to our support team by email (support@sequencing.com), phone (1-833-544-0001), or online chat as they're always happy to help.

For additional guidance on how to downgrade your subscription, there's a helpful article in our Knowledge Center (just search for 'downgrade'): https://sequencing.com/knowledge-center/site-guide/account-settings/membership/how-modify-your-genome-plan#downgrading-your-genome-plan

We apologize for the inconvenience caused and we'll be very happy to help improve your experience. we've been trying to locate the email you sent to our support team, but are having trouble finding it under your name.

We’d love to take a look at this for you and provide you with a satisfactory solution to this issue.

Would you mind giving us an email address we can contact you at? Or you can also reach out to us at contact@tailorbrands.com.

Best,
The Tailor Team

Hi Manuel,

Thank you for reaching out to us about your eSIM.

We're so sorry to hear about what happened.

We've asked TrustPilot to reach out to you to provide more information. That way, we can check the account from our end, and see what we can do to fix the situation.

For now, we'll await your response, but do let us know if you have other concerns and we'll rush to help.

Thank you and hope you have a good day.

We take customer feedback very seriously. Right after you sent an email to our vice president, it was discussed with the CEO, director of IT department as well as the product analyst, before the reply was sent to you.

We strive to provide all the information to our customers upfront so that they can make an educated decision. For every product you are considering to purchase, even before you hit the purchase button, you see 'Geographic Restrictions' where you would see that the US is not covered as the destination in Safe Travels International Cost Saver product.

Additionally, when you start applying for the insurance, you would still see the Brochure, Certificate Wording etc. (that you see before you start applying as well), where it is clearly mentioned that the product you are purchasing does not include the coverage in the US. You also received the certificate wording immediately after purchase to review it. If you had tried to put the Destination = US, the application would have given you an error and not even allowed to go further, but you had chosen your destination as Costa Rica.

In other words, it is mentioned several times before and after purchase that US is not included in the product you chose. It is not just in your face in the exact manner that you had hoped. We can't unfortunately put everything written in 30 page certificate wording prominently and bold you would like to know, as we don't know what exactly you would like to know from those 30 pages.

In any case, if you have any questions, you can simply call our office at +1 (866) INSUBUY or +1 (972) 985-4400 and get clarifications. We are open seven days a week. Our records show that you didn't call us for any clarifications.