SuenaCubaReviews of suenacuba.com

Response from SuenaCubaJan 2, 2025

Estimada Yoania, Gracias por ponerse en contacto con nosotros. Entendemos completamente su frustración y le pedimos disculpas por los inconvenientes ocasionados. Queremos informarle que este caso aún se encuentra en investigación con ETECSA. Estamos a la espera de una respuesta oficial por parte de ellos para determinar los próximos pasos. Tan pronto como recibamos una actualización y nos autoricen proceder, se realizará el reembolso correspondiente de manera inmediata. Agradecemos su paciencia y comprensión mientras trabajamos en resolver esta situación. Si tiene más preguntas o necesita asistencia adicional, no dude en escribirnos. Atentamente, Equipo de Soporte SuenaCuba

Response from SuenaCubaApr 4, 2024

Dear Customer, We're truly sorry to hear about your experience with not being able to collect the SIM card at Varadero airport and the subsequent issues at the ETECSA office in Havana. We understand how frustrating this must have been, especially when relying on this service for your trip. First and foremost, we want to assure you of a full refund of the $34.99 you paid. Additionally, we aim to address and escalate your case to ensure such an inconvenience is not repeated. While we provide the SIM card service, the in-person distribution and support in Cuba are managed by the mobile company ETECSA, over which we unfortunately have no control. Please contact us directly with your details at your earliest convenience, so we can process your refund and further assist you. We deeply regret any inconvenience this has caused and appreciate the opportunity to make things right. Sincerely, Luis Customer Support