Lebara
Reviews and Complaints

I bought Lebara Play 2 weeks ago. The box is just crap, nothing works, it gets stuck again & again. Made a complaint to Lebara about it and they are saying my Internet speed is an issue. For gods sake, give me some other reason as I am on BT Infinity high speed broadband. I should have checked Lebara Play Reviews before buying it. Useless box.

I am really frustrated for not being greatful to customers. I like lebara very much since I used this service for couple od months and the offers were good. But I really had a worst experience with lebara Spain. I bought a sim card for only internet purpose as I was using other one for call. Shop executive recharged 2gb 3g pack for 14 euro and its my mistake that I didn't check the balance during that time. I was using for 15 mins and it got stopped automatically.when I went back to the same shop(metro station, vodafone sol, madrid, spainl)where I bought, they denied and recharged for me 1 gb data and not for 2 gb.I spoke to the customer care and they said something which I could not understand and disconnected the call. I asked for a compllaint form and they had given.I wrote the complaint and further to that they wrote something in Spanish whcih I could not understand. I tirred to use translation but they denied to show me that. Since I could not do anything there, I returned back without helpless. No justice!

Lebara is overcharging massively for data usage, albeit in minute amounts at a time.

They advertise first 1MB per day free, and £0.19 per MB thereafter. That would suit me perfectly, I thought, for a GPS tracker, as it only uses about 12-15 MB per month (from previous experience on O2).

Well, I was wrong: not only Lebara ignores their "free" 1MB per day, and starts charging right away, they also cheat massively both on the amount of data they list as used, and the amount of money they charge for it:

Every single connection is listed as 0.07MB and is charged at £0.05

Now, I know from the server log that each connection is about 3.5KB tops, so it can't be 70KB (I'm using 1000KB=1MB for the sake of simplicity here).

Even at 70KB, it can't be worth 5p, if the advertised tariff is 19p per MB!

So, a three-fold cheating structure, well done Lebara!

Trying to get any sense from their customer services / support is futile - they just keep repeating the same "you're charged for the amount of data you've used sir" and evidently unable or unwilling to understand the problem, nor do the simple maths it seems.

I have half a dozen chat transcripts (latest - ref: 236826); data logs and records.

Lebara is overcharging massively for data usage, albeit in minute amounts at a time.

They advertise first 1MB per day free, and £0.19 per MB thereafter. That would suit me perfectly, I thought, for a GPS tracker, as it only uses about 12-15 MB per month (from previous experience on O2).

Well, I was wrong: not only Lebara ignores their "free" 1MB per day, and starts charging right away, they also cheat massively both on the amount of data they list as used, and the amount of money they charge for it:

Every single connection is listed as 0.07MB and is charged at £0.05

Now, I know from the server log that each connection is about 3.5KB tops, so it can't be 70KB (I'm using 1000KB=1MB for the sake of simplicity here).

Even at 70KB, it can't be worth 5p, if the advertised tariff is 19p per MB!

So, a three-fold cheating structure, well done Lebara!

Trying to get any sense from their customer services / support is futile - they just keep repeating the same "you're charged for the amount of data you've used sir" and evidently unable or unwilling to understand the problem, nor do the simple maths it seems.

I have half a dozen chats transcripts (latest - ref: 236826); data logs and records.

I've bought a Lebara Sim Card when I got To England, on tuesday night, and paid 10 pounds for 2GB. On saturday night it stoped working (it worked for just 4 days). So, I topped up 20 pounds last sunday night and asked por 5GB. But this time, I only used Internet for 3 hours and didn't download ou transfer anything, but it stopped working again this morning (lasting just 1 day and a half, when I used for only 3 hours).

I tried switching off my auto topup facility as I got fed up of them. to my surprise when I try online it always give me error. So I contacted their chat customer care and they asked me to use internet explorer in place of chrome. I used internet explorer and it still not worked. i tried all possible option i have like chrome, ie, safari, etc none work then they said they will escalate this to their IT department. its been more than month and yet it has not been sorted. in between this month i contacted their customer care for almost 5-6 time and every time they says its been escalated to IT and will update me in 2 days that two become almost 2 month and no resolution. not sure what to do now..

Hello

I recharged my mobile with the 1GB data pack of the Lebara Mobile worth EUR 12, 99. I tried to connect the Internet by following instructions given on their website on my iPhone 4 but it couldn't connect. I talked to their customer service and they tell me that they're having problems with their internet. Now, I have my plan started from 15th May and on weekend I can't use it as they will 'most likely' resolve the issue on Monday (19th)! So, my 4 days of internet pack are wasted. The pack is of 30 days. I was relying on my Google maps for the weekend.

Lebara in the UK increased call rates by 150% Dec 2013 without informing their customers !

I have been a loyal customer with lebara for many years since it was offering the convenience of cheap international calling and at the same time (USED TO BE) cheap local and national calls. This has all changed now customers should be warned that you are being charged more than what you know or think.

I had two incidents the first happened about 3-4 weeks ago with a friend who is also with Lebara and he was charged £7.50 to get 1GB for one month when he never subscribed for this and only when he complained to their customer they just said sorry our mistake and refunded the money back. No compensation was given and imagine there is probably 1000’s of customers out there being charged like this without realising and the only person at loss is the customer while Lebara increases the profits.

Just today was another shock for me, while I was talking on the phone all for a sudden the phone conversation ended abruptly and I got a voice saying you have used all your credit. This was a shock for me as I knew exactly how many minutes I used and I know the call tariffs. Furthermore, I usually get this annoying voice reminder that tells you are low on credit and reminds you to top up. On this occasion I did not get this low credit reminder and just got cut off when I ran out of credit.

I was really angry and called the customers service to get an explanation and know what happened. First the customer services said “sorry we just increased our prices a week a ago from 5pence local call to 15pence per minutes and mobile calls also increased to 15pence per minute”. He claims customers are suppose to be informed about it, then he said he will check and see why I was not informed about and only with few seconds he came back and said “ sorry it is within our terms and conditions that prices can vary” and nothing can be done.

It is obvious that this was all planned by the company and while all retailers and companies decrease their prices during Christmas season it is the opposite here. Also it is obvious that Lebara has decided to take the low credit warning at the same time which means that all their subscribers will just not realise about low credit until it is completely finished and will not notice the increase in call rates. The only person at loss here is the customer and Lebara will be increasing their revenues which has reached more than £500 million in year 2012.

I think that Lebara is assuming that majority of their customers are of particular demographics (who have relatives abroad) and hence will not know their rights or take any action against their unfair polices. I have attached few links below with helpful information so that you know your rights and how to complain. I will be making an official complain to the company today and see how it goes though I am not expecting anything positive from them. It is seems that this is corporate policy for the company and in the third link below you will see how the company ended the services of employees abruptly which comes to show the mentality of the Lebara manage and how they value Customer Satisfaction!

Know your rights and how to complain (make your voice heard and don’t be quite):
http://www.which.co.uk/consumer-rights/action/how-to-complain-to-the-ombudsman-about-a-mobile-phone-provider
http://www.bbc.co.uk/programmes/b006mg74/features/consumer-advice

Link about Lebara employees:
http://www.prepaidmvno.com/2012/04/15/lebara-mobile-retrenches-60-staff-members-with-additional-job-losses-to-come

If anyone using Lebara All in Once SIM ::: Lebara All in Oce tariff... up until 26th March 2013 international call charges including sri lanka... was 3.3p per minute, but they have secretly changed the tariff in to 7p per minute.. (more than 50%) Not Many People Aware of this Ripoff... call the customer services (ask for supervisor/manager) and ask them to refund the differences... when i call the customer services even the CSA did not know the change.. had a heated conversation and demanded him to put me know his supervisor so he after 20 minutes of hold.. supervisor defended the price change and I ask him if you are a customer how you will feel and what you would do in this situation... so he appreciated my anger and agree to refund the over charged amount... I told him whether you give me the refund or not I will not you Lebara or reccomand to any one else... he said he doesnt really care what I am going to do... I thought this people should come under organised crime gangs...!
''LeRipoff All in One'' really cheap price no no rather really cheap company...!

I recharged my Mobile No [protected] with 20 Euro with their FLATL option. I dialed *141# to check the balance i got a message Flat L active and you cannot check the balance, I tried several time and got the same message. As per FlatL they were supposed to give 1000 min free to India call . and suddenly they delepted my balance of my 20 EUr saying that you did not recharge for flatL and only 20 euro were used by you. I spoke to customer care and they admitted that there was a problem with network and they have corrected it. I requsted to credit 20 Euro since it was their problem. But repeatedly they failed to credit the 20 Euro asking the reason they have accepted this problem even in email but different customer care keep on passing time and torturing me enough effort has been wasted on this. I kindy request you to go through the email trail and give me justice.

both lyka mobile & lebara are not doing their jobs. the messages ive sent internationally didnt reach their point of destination. im wasting my money away on these fraudsters. plus, their promo rates on international charges are nothing but pure deception. me & my mates have decided to get rid of our sim cards & switch to another service. & we're going to tell the people that we know to stop patronizing lebara & lyka mobile.