O2 Postpaid Plan - eSim

I would just like to raise a concern and asked for your assistance with the below:

1. I have entered into a postpaid contract for an eSim in October 2024 around 3rd week.
2. I have been following up for the delivery of my eSim a few times.
3. I was charged the amount of $45 euro but I did not even receive my eSim and my subscription is only for $16 euro per month. I believe my subscription will not start unless I activate my eSim.
5. I tried to call via my friends number as my mobile number(physical card that I bought personally at the o2 store) has been ported to my new number under contract so I don't get to use that because it has been deactivated.
6. I arranged for a refund of my $45 charged and they only told me $40 will be refunded as $5 will be considered for re-delivery and I was not able to receive the sim to activate my eSim in the first place.
7. It has been 2 months since I entered into the contract.
8. I have no way of checking if my refund was processed since I cannot log in to the app because I could not receive an OTP because my current sim was deactivated when ported to the new sim which I did not receive yet.
9. I kept receiving email to confirm my email in MeinO2 but I cannot do that as well since I CANNOT log in to the app in the first place.

Please write me an email as I have no other way of contacting you.

Thank you very much!
Edit o2_Bianca 23.12.24: Moved from o2 Mobilfunk Vertrag&Tarife to English o2 Community mobile