Today I ported my Lebara mobile number to Lobster. Not this is not a paid for advert I am going to explain to you exactly what happened and why I am mentioning the other companies name. When Lebara went 5G they contacted me to collect a new sim from my local agent. The sim didn't work. After numerous visits to different agents which wasted hours of their time and ended in one of them screaming down the phone to the lebara call centre (This is the guy who spend 3 hours on the phone being told the same implausible story), I was told to contact customer services online. This just moved the problem from wasting the agents time to wasting hours and hours of mine. They told me that they had lost my account details locking me out of my own mobile phone account and then eventually told me that although they were billing me and i was paying them every month, the fact that they could not find my account was my problem leading to my business mobile phone to be disconnected. So now with no phone, missing essential business calls and definitely losing money, I looked around and Lobster had the best deal available for my requirements. So I contacted them to port my number. The reason I mention them is because the customer service was amazing. After weeks, and I mean weeks of struggling with Lebara and their so called customer service team Joanne from Lobster (who asked me to excuse her because she was under the weather on the day that I called so might have a bit of brain fog), found the problem in 5 minutes flat. The Agents at Lebara had entered my name wrong, so although they had digital copies of my ID, even the so called managers up the chain whom I escalated the problem to did not notice that this is why they could not verify my account. Weeks of time wasted and Joanne solved this enigma in 5 minutes flat. She then proceeded to get me up and running on my new package.Now I can not give you a critique of Lobster as a provider because i've only been using them for half a day, but what I can say is that in a world where so many companies expect us to put up with shoddy or non existent service, Lebara Mobile stands out as one of the worst offenders, yes even worse that Facebook. I worked in customer service for years and I have never known a company to adbicate a problem to the customer as their fault even though the problem exists solely within the companies own systems. If you use Lebara the package seems cheap but promise you that you will lose all of your savings and more the moment you have a problem. In terms of customer care and professionality Trustpilot needs a 0 on this scale for me to rate them properly.
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