Lebara
Reviews and Complaints

I hold Lebara SIM +31 [protected]. Currently I am in India and Mobile data is off since I landed India on 21st Nov 2020. However often I see my NL account balance get deducted for data usage. When I have my mobile data turned off, roaming data turned off, how is that I have used data. Lebara is charging for the service I havent used. And its many times. Please help.

Please don't signup with lebara
Coz they don't care about the customers
This is a crap network and they don't care about their customers but more about the money customer service is crap because I was told in order to put data into your data bank I got to set it up on auto recharge
I set my auto recharge through PayPal but Lebara customer service fail to tell me I also have to ring them up to set on auto recharge on Lebara's end as well and because it didn't come through Lebara's end I lost 35GB data as well as $29.90 for the cost of the SIM card as well I ask for a refund of the 35GB because it wasn't my fault that it didn't go through and they refund and to add insults to injury one of the customer service lady was treating me like l was dumb and stupid by say you got no data in the data bank I explain my situation to her but she doesn't seem to care so I ask her how do I put data in the data bank than her reply was to recharge and I said and that's what I was trying to do by setting up my PayPal account to auto recharge to Lebara and this when around in circles for about 10mins than she said did you call us to setup up auto recharge to which I replied I was told I didn't have to coz once's is setup through PayPal the payment should come straight through but it didn't so how's that my fault
I told her $29.90 might not be a lot of money for people whom are employed but for a pensioner is a lot of money she still didn't give a crap she said sorry but we're not going to give you back the data
This is not a great way to treat any customers especially people on the pension shame on you Lebara

I have ordered a SIM with 100 DKK international plan, however dont see the tracking details or any information about my SIM when I login to my Lebara Account.

Its being 8 days already however no information about the SIM Card. I am afraid if it gets lost or misplaced.

I wrote to Lebara on all the emails addresses provided in the site, couple of times however no response yet.

Very disappointing Customer Service.

Calls to some EU countries just DO NOT work. I have called to Lebara Service at [protected], 1.50Chf/call. Without any waiting time estimations they put me on hold for 40 minutes. After short discussion, I was told they would need to open a ticket and would inform me about the status/resolution by email or SMS. Nothing happened within few days so I could not make important calls. Think twice before buying a SIM card of a company with a zero -value customer service!

Exit

Pardip: Initial Question/Comment: [protected]

System: Bipul 44864 has joined this session!

System: Connected with Bipul 44864. Your reference number for this chat session is 703586.

Pardip: Hiya

Bipul 44864: Hi Pardip. Hello! How can I help you today?

Bipul 44864: How are you?

Pardip: Hi we requested a SIM transfer since we got a new handset and we sent two days ago ..has it been done

Pardip: NUMBER [protected]

PUK [protected]

ICCID [protected]

Bipul 44864: Correct me if I am wrong, you have ordered a replacement SIM card for your number which you want to activate it as you have received that SIM card?

Pardip: No we got a SIM the porting from old sum to new sim

Pardip: Yes sorry

Pardip: The details of new sim I just sent you

Bipul 44864: Thank you, please allow me a minute or two to check the details of your account.

Pardip: name of account holder Harjap Bains

Bipul 44864: Please allow me a minute or two to check the details.

Bipul 44864: In order to verify your account shall I ask you few security questions?

Pardip: You can try

Bipul 44864: Thank you.

Bipul 44864: 1. Amount of last top up.
2. Method of last top up. (Online/Voucher)
3. How long have you had this number with you, under or over one month?

Pardip: Over a month

Pardip: £10 voucher

Bipul 44864: Thank you for verification.

Bipul 44864: Pradip, I have raised the request to activate your replacement SIM card. Please restart your handset after 2-4 hours and check.

Bipul 44864: *Pardip

Pardip: Was this request we sent not done ? Before i contacted you

Bipul 44864: Please be informed that this activation request can be sent once you confirm that the SIM card is delivered to you successfully.

Pardip: How do we confirm that, didn't say that on letter

Bipul 44864: Pardip, I do understand however for the security reason we can not send you a pre-active SIM card. If it is not delivered correctly then your number can be misuse,

Bipul 44864: .

Pardip: Yes I know but it stated what to do and we did request two days ago ...so why we been waiting says within 2 to 4 hours to activate

Pardip: I'm not happy ..shall I leave negative feedback?

Pardip: Horrible service

Pardip: Disgusting

Bipul 44864: I apologize for the inconvenience however I this is the maximum time to activate a replacement SIM card. I will definitely try my best to get it reconnected as soon as possible.

Pardip: I did what it said and then I have to Chase you third time in this chat

Pardip: Right I'm leaving -he feedback unless we get a positive solution a free top up at least !

Pardip: So the max time.is expired already past 4 hours

Bipul 44864: I am sorry I will not be able to give you any compensation for this. I can try to get it activate it now as soon as possible.

Pardip: Pathetic.. Bipul ..

Pardip: I'm copying this conversation and posting to all forum's

Send
Connected with a Customer Representative

Case file summary: RES5504393.

I signed up for a 2 year contract. You immediately eliminated my (Approximately) 47 euros of credit on my moible and started my new contract without a credit on my account. I paid your 30.01 euros and you took my credit amount away without authorization.
I went to the dealer that sold me this contract for 2 years with Lebara.
They indicated I should ask to be credit amount on my phone be re-embursed immediately. If I can not get the reembursement then I want this cancel this contract according to your contract rules.
I do not want this to be dealt with in a timely manner.

Reported to Lebara on 13 Apr 2018 and still unresolved - I am being charged for all the UK local calls I make, which are unattended by my recipients. These calls get captured with duration of 1 min each on the Activity Log in Lebara, and 0.19p gets deducted for each of these calls. Contacted Lebara customer support multiple times. Inspite of this being a high priority technical glitch which might be impacting a huge number of customers, Lebara team has shown no sense of urgency in getting this issue resolved. Lethargic and delayed responses from Lebara customer support team.

Complaint Reference ID: 2396756/C72G74Q/
UKMVNO -[protected] & Request ID : 381375

If you are still unable to resolve my issue, please let me know how you would like to go about this -
Option 1 - Identify and fix the technical issue as a permanent fix.
Option 2 - Set up a refund system to my number on a weekly basis for all the unattended calls ( duration 1sec to 1min) at 0.19p per call
Option 3 - Take it through the Communications Ombudsperson and also make a claim through UK Gov Money Claim.

Last March 4, 2018 I received an SMS from Lebara about Double Your Data Promo. Ex: If I subscribe for 5GB by dialling *777*5000# I will get 10GB of Data.
So last March 11, 2018 I bought Lebara Mobile Card worth 70 Sar so that I can avail for their Double Your Data. As instructed by their SMS, I dialled *777*5000# for 5GB and wait that it qould be doubled but to my surprise I only received 5GB + 500 MB of Data.
I called their Customer Service Hotline and was able to talk to one of their agents. I told her about what just happened but she told me she can't do anything because she said I did the wrong thing. She said I should have used the Lebara App, but I said I just followed what their SMS instructed me to do to Double My Data that was to just dial *777*5000# for 10GB. She even said if I want I will not use my data for 2 days and she will tell to their management about my complaint and I may be able to have my Double Your Data promo but I said no way... I need my data for net connection.
That's why I am submitting now my complaint here that maybe you can help me bring justice to my complaint about this (Lebara) Service Provider who I think deliberately misleading their customers by sending SMS which are not true about their promo.

Issue Number: #[protected]-1964178#
We have 2 Lebara pay as you go SIM in our household.My wife tried to top up in Dec 2017 for £20.Paid with Credit Card but top up never received.Left it for a while but it never came through.Contacted Lebara and were told that they have no record of the top up.So why have you charged the £20?
Provided proof that we were charged but Lebara did not understand...would not understand.Told CC to stop that payment as we were charged for something we never had.
Suddenly my SIM stopped working two weeks ago.Went through the usual checks with them and later got told that there was a Fraud and that the back stopped a payment of £20, hence my SIM has been barred.
I have been in constant exchange of e mails over these 2 weeks but they do not get it.They ask me to revert the payment and then they unblock my SIM.
Called today as final attempt, but got told the same story again.I keep telling them, why would I pay the £20 back for something I never/we never had.Just to block my SIM without consulting me first is very poor customer service.I may try one more time, but then we both will move to another provider

Saturday 25th November I rang lebara to give them my PAC number from Vodafone, to keep my number, but it wouldn't go through. Sunday I rang again and it said it had gone through but I received no text messages.
Tuesday 28th November I received a text saying that the PAC code porting had failed and to call. I called again and they eventually told me that it would be ported within 48hours.
Their was no confirmation again.
Friends text me but I still received them on my new number with lebara. Until
Wed 29th November when my girlfriend received texts on my Vodafone number. The number had finally been ported
But I had no internet connection at all and wasn't able to ring out. This has continued ever since. Despite three further calls to Lebara, with them telling me hat they didn't know what the problem was, they would transfer it to the Technical team. Lastly, Saturday 2nd December. Four days ago. When they promised to call me back in 24hours. Not four days plus !
The £12 uswitch bundle offer I had signed up to has been a big waste of my money. I would I like it reimbursed, as I will now have to change to another different network, sonic can use internet and calls again
My current number is [protected]

The worst network ever.
They are not responding for your queries.

And they are not ready to provide a solution.

I have been chasing them on a daily basis for a solution.

There is no network at all for more than a week now.

Never ever choose lebara.

All they say is wait for 48-72 hours.

Horrible and irresponsbile persons at their customer service

I really want to sue the company.

I topped up my credits in the UK 3 weeks ago. Now I am in Hungary, I still have plenty of credits left, however, my SIM suddenly stopped working a few days ago, so I cannot make any phonecalls at all. I have a pay as you go SIM with Lebara, which I top up every month. Before it stopped working without any notice, I had been using it for months. No reply to my emails of complaint.
Phone number
[protected]
Kind regards,
Marietta Diffell

I had a UK plan 15 top up on 6/8/17. I went to abroad on 18/8/17 and couldn't use my phone for sending texts or to use the internet.
After every top up I have got a text about when it's will expiring. My last text said it's will be expiring on 6/9/17 what is will be tomorrow, but I couldn't use my credits today, on 5/9/17 and the same happened at every month. My top ups expired one day before as the texts said that.

I top up lebara using voucher i change 3 number phones lebara, i try to top up first 2 -3 top up is working, each top up s 5 pounds, after that its show me this"your pin already used"i got like 200 pounds from this if i used and charged 20 pounds .Before didn"t have any problems, also in the last month i paid like 200-400 pounds using lebara -vodafone payment for others services.The only think left is to get my refund money back and change the sim card with others lines phones like O2, vodafone etc.

Purchased the setupbox with subscription to an Indian package. Unfortunately the new subscription code do not work.
The new code given was already activated by the company and was in use.
Several phone calls to the support and several emails to the same support.
Till today the problem isn't solved it's been 3 months. Useless customer service. Also found some other people have the same issue. All of us are trying to file a case

Absolute con - avoid lebara play like the plague.

They are liars and con you and find fault with you. The set up box is useless. Does not work and replacement never comes contrary to what they promise. Cheats, useless customer service. Don't waste your money on this useless box. They are third grade liars. Each time they come with new excuses to blame you. They never resolve the problem with the set up box nor do they replace it. Avoid avoid avoid. Scamsters ... You have been warned!

No matter whatever be your internet speed (excellent Virgin) Lebara Play gets stuck and Lebara Custromer service never ever replace your box nor refund your subscription. Each time they lie and place the blame on you.

AVOID AVOID AVOID LEBARA PLAY - SCAMSTERS

i have only bought a voucher recently. i tried top uping by dialling 5588 and dialing *#1345* followed by the voucher number and #. but the following thing popped up: this service can not be processed when the subscriber is in pool state. i do not understand what is happening and i have checked that there is nothing wrong with my sim card - this is affecting my daily life severely. it is monday 3rd october today

I pop up my cell phone with £5.00, in the very next day I gone to my church where there is no wi-fi, my Whatsapp starts to receive many messages, it was even disturbing and confunding me as I was not understanding why I had conection there, in the very next morning my £5.00 was gone, I didn't make any call, and didn't go to settings to allow the internet from the SIM..., I called them at the online chatting, the guy made me feel guilty saying tha I have used my credits with internet, even after I tell him I didn't know that ! I feel stolen by Lebara, don't recommend Lebara, go to Lyca instead ! Zero to Lebara !

don't even try to get near these guys, they have been mocking me for almost 10 days, trying to solve a problem that occurred during porting in my old number. I have spent several hours on the phone and on the chat facility, with absolutely no success to find a solution to the problem. As a result, I was left hanging for 10 days, just to hear that for a request to speak with a supervisor that could take up to another 3 days. They do not even have a way to refund you, and cancel the bundle. Worst company customer service I have ever experienced.

case no. [protected] I made an onile order on Lebara website for a £20 sim card plus a mobile phone on the 17th SEP, 2015. Then got an email saying the items will be delivered within 2 days, which never happened. Then I waited for another 5 days, still nothing showed up.No emails. No delivery infomatiom. I started to contacted them via phone, which took me 40 mins to finally find someone to talk to and he told me that he will look it for me and call me back, which never happened. Then I made another call (of course, waiting for another 45 mins for someone to pick up the phone), and the 2nd agent told me that he needs to contact another department and he will call me back, which never happened either. I spent £18.44 for making these two calls, as their custom service number is quite expensive and time consuming. So I started to contact them via email. Yes, each time they will reply your email, however, they wont tell me where is my SIm card or mobile phone. After four weeks waiting, I totally gave up the order and asked them for the refund. They told me that the refund has been issued. It has been two weeks now and I am still waiting for my refund. In the last email, the custom administrator asked me to email my bank statement to prove no refund has been issued... But is it safe for me to email my bank statement to Lebara?! Shall lebara show me the provement of refund ? I have been a custom of lebara for three years and they were good. But I think they are getting worse and worse now. I am quite happy to provide all emails between lebara and me.