Review Time
I decided to try to get an esim despite the negative reviews as I thought it wasn’t a huge investment. However, I did not expect for this not to work AT ALL. I was prompted to activate the E-sim only to get an error “sim number not found”. It may be cheap but is clearly tantamount to throwing away money if it doesn’t work!
the sim card from the beginning already had activation issues and it said that this sim number is not valid or something along the lines of it does not exist. i have the medium 360 pre paid plan that is supposed to give me 21GB every 30 days and it states that i have 0 days left and yet i havent received my 21GB of data allowance despite the description saying it does. i contacted them through live chat and they take ages to respond, and i sent multiple messages multiple times and they DISAPPEAR if you go out of the messaging tab
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.
Worst service I have ever experienced. I would even say it was non-existent. Tried to change the ownership of my dad's account to my mum's name as he passed away. Contacted them in August to start the process and sent them everything they requested but nothing was done. Constantly called and emailed them to follow up on the process only to be told that someone was looking into it and they will be in touch. After 4 months of following up and countless hours wasted waiting on the phone to talk to someone to be told the same thing, the last straw finally broke when one of the agents hung up on us when we asked to speak to a manager to lodge a complaint. So we decided to lodge a complaint with the TIO (telecommunications industry ombudsman) and it was resolved within 2 weeks.So my advice for anyone dealing with this sad excuse of a business, go directly to the TIO instead of wasting your time with Lebara.
The west customer service mobile service, I have SIM from them for two years but unfortunately it stopped and I contacted them to solve but they advised me to buy new SIM and they said to me we will do for you SIM swap and I did that but unfortunately from that date until today which is two months no solution from them and I lost my number. Never ever dealt with this company absolutely they don’t know how to deal with customers.
I have sent several emails to Lebara team Care, they had to reactive my disconnected number, they said was ready to be reactivated but at the end they never assisted me further with the reactivation, I kept sending several emails, but they never got back to me. Very bad customer support service!
By far the worst SIM-card provider I've ever used. If you are an expat or tourist please purchase a card from another provider. They can be found at the airport or at the post office.It took me 4+ hours to get the SIM working after several calls to their support team.Actually after that whole endevour the SIM stopped working again after 3 days.
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