Iliad customer charged twice after self‑service kiosk failure in Italy

A customer attempted to activate a new SIM using an Iliad self‑service box in a shopping centre in the province of Monza and Brianza. The terminal locked twice, charging the card €17.98 on each occasion (€35.96 total) without completing the activation or issuing a receipt. After more than three weeks and two formal PEC requests, the customer had not received the SIM or a refund, despite being promised a reimbursement within five working days.

The customer also reported misleading information from Iliad’s call centre, including an incorrect claim that each PEC reminder extends the response deadline and a confusing description of the AGCOM conciliation platform as a paid association. To recover the disputed amount, the customer initiated a chargeback with their bank while awaiting a proper resolution from Iliad.