I write this review in the hopes that I can help someone else in the same situation. If you have an issue, do not attempt to resolve it with Lebara, it will not be resolved, full stop. It is not an exaggeration when I say I have never in my life come across such appalling customer service and incompetence across the entire company. What should have been a simple process after my mum lost her sim card, required my mum to go through their ID verification process ten times and go through half a dozen SIM cards (all at their request). After all these tedious and unnecessary processes due to the company's technical ineptitude, coupled with incredible unhelpfulness from their customer service team, my mum's number was still not connected after two months. I am normally a patient and understanding person but I was starting to lose it. I would email, and the complaint would be closed with a reply stating we apologise and understand it has now been resolved when it had not. I called and asked to speak to a supervisor, and would be told they are not available, or a supervisor will call back and never receive a call back. I even tried the live chat function, and was belittled and demeaned. I have never been spoken to by a company like this. I understand that most people don't want to work there but it was shocking to have someone go out of their way to demean you. It was only after the Telecommunications Industry Ombudsman (TIO) contacted Lebara that the issue was resolved within two days. Don't be like me and waste hours of you life and the add unnecessary stress. Don't trust Lebara when they tell you it will be resolved in two, four or 24 hours, it will NOT be resolved. Call TIO.
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