Review Time
ASHISH was amazing, efficient, courteous and knowledgeable. He guided me gently and carefully so that I could get the best out of my Lebara plan and arranged all the adjustments to the account. Definitely a candidate for becoming a trainer or manager, no doubt about that. His language skills are superb too, and I say that as a teacher of English to non-native speakers. Clear diction and good cadence. Look after him Lebara
Thank Mr Jeet Sing at lebara customer support services your kind help reporting my lost sim and cancelled for wrongly place order. I appreciate your all help and guidance.keep it up good work
This Lebara customer service assistant Mr. Aquib was very helpful with my queries today. His knowledge and caring was very appreciated. He was very patient to answer all my questions. We need a lot more customer service people like this. I really appreciate his help. Well done and keep up the good work
I am providing this final, consolidated breakdown of my attempts to resolve the issues regarding my account and porting request. This timeline demonstrates a staggering level of administrative negligence, totaling over 40 points of contact, which have been met with repetitive scripts, technical incompetence, and a total failure to acknowledge my status as a disabled customer traveling overseas.
Summary of Contact Volume
To date, I have been forced to initiate the following:
12 Initial & Technical Queries: (9 Jan – 17 Jan) Including 6 ignored pre-departure emails where I sought to prevent the very issues that occurred.
16 Chasing & Escalation Emails: (26 Jan – 28 Feb) Covering the "Failure Cycle" where provided data was ignored.
5 Formal Notices: Including the Formal Complaint (26 Jan), Executive Escalations (1 Feb, 12 Feb), and the Formal Deadlock Request (24 Feb).
4 Trustpilot Interactions: Including the original reviews and subsequent updates calling out John-Paul Patten’s lack of action.
3 Specific Telephone References: Documenting the "appalling" calls on 26 Jan and your subsequent claims of "missed calls" to a non-active SIM.
Detailed Correspondence Timeline
Date & Time Method Summary of Contact Inadequate Response / Failure Point
9–17 Jan Email 12 Technical/Logistical queries regarding Thailand travel. Initial Negligence: 6 emails were entirely ignored prior to my departure.
26 Jan Email/Phone Formal Complaint: Reported 6 hours of wasted time and "screenshot errors." Technical Failure: Agent told me to dial 5588 from Thailand (impossible).
1 Feb Email Executive Escalation: Demand for manual activation and £150 credit. Administrative Loop: Requested an "alternate number" despite "Email Only" instruction.
3 Feb Email Provided PAC/MSISDN for the 10th+ time. Circular Incompetence: Claimed data "did not match" despite it being in the thread.
12 Feb Email Disability Disclosure: Cited "cognitive fatigue" and escalated demand to £200. Systemic Failure: Met with a generic automated "5-7 day" response template.
24 Feb Email Deadlock Request: Formally requested a Deadlock Letter for Ombudsman. Ignored: No letter provided; continued stalling with automated replies.
24–28 Feb Trustpilot 4 reviews/updates calling out performative support. Executive Failure: John-Paul Patten promised "ASAP" help; no resolution followed.
26–28 Feb Inbound 2 emails claiming they "tried to reach me" on 447344626573. Harassment: Directly ignored "Email Only" instructions for a customer abroad.
The "Failure Cycle" Breakdown
Breach of Equality Act 2010: You have failed to provide "Reasonable Adjustments" after my disability disclosure, instead increasing the administrative burden.
Performative Public Relations: Your responses on Trustpilot appear helpful to the public while internally your team continues to ask for information already provided 10+ times.
Regulatory Non-Compliance: You have willfully withheld a Deadlock Letter requested on 24 Feb, obstructing my right to independent adjudication.
My experience on Libera Chat was very good. The support was quick, polite, and professional. I felt that my concerns were listened to carefully and handled with patience.
Shubhangi A, the chat support person, was especially helpful. She explained everything clearly, responded promptly, and made sure all my questions were answered before ending the chat. Her communication was friendly and respectful, which made the whole experience smooth and comfortable.
What this company is doing well is providing responsive customer support with well-trained staff who understand customer needs. The chat system is easy to use, and the service feels reliable and customer-focused.
Overall, it was a positive experience, and I appreciate the good support provided.
I had unexpectedly overused my monthly data - Gaurav at Labara instantly resolved my problem by putting more data on my phone , and I was up and running immediately - Great service - thank you
I chatted with Tanish Choudhary, who was very efficient and helpful! I had some pretty specific questions, and Tanish answered all of them and gave me the instructions and resources I needed. Really appreciated it!
I had just get a call from Aquib and it was really helpful for me as he told me about all the amazing recharge plans and promo codes which was brilliant.
-Thanks Aquib for the service
Shivam Naidu has assisted me about the plan details in the best way and the offers applied had a great experience while knowing about the plan details in detail with great explanation. Thank you for the assistance
Lebara charge me a monthly fee wrongly , so I request a refund , asked through the live chat agency service ,already approved , every time said process will take 24hrs will success, but till now already 10 days , I ask their service forth time , still nothing , I dun know what happened , already keep with our conversation history
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Lebara is a mobile network provider in the UK, ideal for the value seeking customer. The brand offers budget friendly SIM Only and pay as you go plans with data, UK, and international mins to over 40 countries.
With Lebara you get total control over your spend - no contract, 30 days rolling plans. Easy sign up with no credit check and capped out of bundle spend.
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