LYCA. what a disgrace i must say

kingrulzuk

Hiya all.
My brother in law Joined lyca last month as he got good feedbackfrom here.
£12 top up last month he got 500 min text and unlimited 4G. Notthat he use that much of it. But all was ok as he said.
But when he top-up £15 this month all his money was gone andhe did not get the bundle.
So he called the CS and was told that the £15 he topped upwas taken as he was using data. As he said to the CS he did top-up for the bundle.He was told that he needs to send the text every time he wants the bundle. But hesays he was told by the CS at the start that he should top up every month sothey can deduct for the bundle. So far he have top up £20 this month.
And has no bundle or the money. The CS charges him everytime he calls them and they don’t do anything about it. He is stress and wantsto change providers.

What he should do??

mobilejunkie

Er... change provider.

d123

kingrulzuk wrote: »

Hiya all.
My brother in law Joined lyca last month as he got good feedbackfrom here.
£12 top up last month he got 500 min text and unlimited 4G. Notthat he use that much of it. But all was ok as he said.
But when he top-up £15 this month all his money was gone andhe did not get the bundle.
So he called the CS and was told that the £15 he topped upwas taken as he was using data. As he said to the CS he did top-up for the bundle.He was told that he needs to send the text every time he wants the bundle. But hesays he was told by the CS at the start that he should top up every month sothey can deduct for the bundle. So far he have top up £20 this month.
And has no bundle or the money. The CS charges him everytime he calls them and they don’t do anything about it. He is stress and wantsto change providers.

What he should do??

So, he bought credit, didn't buy a bundle and is now angry that he has been charged PAYG credit rate for data?

That sounds like something anything network would do.

Sometimes people have to take a little responsibility for themselves, can you imagine the outcry if networks suddenly started adding bundles to PAYG customers accounts without the customer asking them to?

tyllwyd

From their website


Terms and conditions:
The bundle will be active for a 30 day period from date of activation. Once the bundle minutes have been consumed the customer will be charged at the standard rate. ...
Your bundle will be automatically renewed after 30 days – ensure that you have sufficient balance to renew the bundle. Customers will not be able to get the free bundles if they cancelled the auto renewal or if the auto renewal failed due to insufficient credit when we try to auto renew after 30 days. 30 days period considered as one month for allocating the bundle allowance.

Did he have enough credit for the bundle to auto-renew on the date that it ran out?


Edited to say - looking at their website again, I'm not sure whether bundles usually auto-renew or not. Was he expecting that it would? What was the name of the bundle he bought?

grumbler

kingrulzuk wrote: »

...What he should do??

Stop calling the CS and spend a few minutes on checking the website himself?
http://www.lycamobile.co.uk/en/bundles

...existing customers select your bundle and use the short code to buy it

It's the same everywhere unless there is an option for a 'recurring' bundle like at giffgaff.

kingrulzuk

tyllwyd wrote: »

From their website


Terms and conditions:
The bundle will be active for a 30 day period from date of activation. Once the bundle minutes have been consumed the customer will be charged at the standard rate. ...
Your bundle will be automatically renewed after 30 days – ensure that you have sufficient balance to renew the bundle. Customers will not be able to get the free bundles if they cancelled the auto renewal or if the auto renewal failed due to insufficient credit when we try to auto renew after 30 days. 30 days period considered as one month for allocating the bundle allowance.
Did he have enough credit for the bundle to auto-renew on the date that it ran out?
Edited to say - looking at their website again, I'm not sure whether bundles usually auto-renew or not. Was he expecting that it would? What was the name of the bundle he bought?

As it says on the T&C renew automatically. thats what the CS told him at the start. and he did top up b4 it was the end of his last bundle. so how come it did not renew automatically???

d123

kingrulzuk wrote: »

As it says on the T&C renew automatically. thats what the CS told him at the start. and he did top up b4 it was the end of his last bundle. so how come it did not renew automatically???

Only if you tick the box for auto renew...