I have never experiences worse customer service than with Lebara Spain. Recently they updated their lines and their app. I filled in all my payment details again as I have always had automatic renewal. As always I received a sms a few days before informing me that my sim would be automatically renewed on the 30th of September. When I awoke nothing worked. It had obviously not been renewed as it should. I was visiting my sick mother aborad at the time and I borrowed her phone to get my partner to call Lebara in spain to fix it and also refund me my balance of 11,05 €. After 30 minutes at 2.99 € per mintute he was told they would call me back shortly and admitted that there had been a misshap with the autorenewals in general. I waited a day and nothing. My partner sent them an email explaining the situation and received a automatic reply that he would have an answer in 24-48 hours. We have still not heard anything. My partner in the end logged in online and sorted it for me as I had no internet access. I called Lebara today and they tell me that it was not set to auto renewal, even if I received an sms saying differently, and it was only them could verify that it was set to auto renewal in their system. I asked them kindly to reimburse me the money taken and also some of the roll over data (68000 almost), but i was told to prove it all. Before in the app, you could see money paid in and money used, and also if Lebara had given you any extra money. Now you can't see anything, and it is your fault when the auto renew does not work. The young man i talked to, said I should have called them to make sure all was in order after filling in all my dates again........ I would say this is a robbery. If 1000 people have not had the auto renewal go through and we all had 11 euros in our balance that means that Lebara has stolen 11.000 € for something that is not our fault. Stay clear of this company. the only good things they have is free calls to countries in Europe. Not worth all the hassle. 11 € is not much, but for me it is ab out the principle of it.
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