What's happened to ToggleMobile?

JPR

My son reports that he has just had a decision from the Communications Ombudsman.  They have asked Lycamobile to credit his account with £50 and apologise for the lack of any notice.  Pleased that they have done the first part.  Lyca also said that calls to his US local number would be free and would confirm that in writing.  Yet to receive that but the 50 quid will be useful.  

Roger1

Good to know, JPR!

I'm just verifying my complaint with the Ombudsman and will hope for similar good news.

Roger1

Roger1 said:

... I'm just verifying my complaint with the Ombudsman and will hope for similar good news.

My reference to Resolver has already had some effect.  I have received a message from a person at Lyca (i.e. not an automatic receipt) bearing some relevance to my complaint.  It tells me:

1. my US and Swiss local numbers are still valid.  This is 100% different from an earlier message which told me they had been withdrawn.
2. they offer to continue my service, though implicitly at significantly higher Lyca rates.
3. if I wish, they will refund my balance + the 2x £5 local number top-up fees.  Again, this is 100% different from an earlier message which told me this was impossible.

So I am halfway to a solution.  Given our experience, I don't think I want to continue with this outfit, especially as the old rates look to have disappeared.  I need to check with Resolver/the Ombudsman whether they have received the message, then decide how to deal with it. 

JPR

Acc to my son they never replied to Resolver at all (except for an auto reply) and only at the last moment to the Ombudsman.  They offered, via the Ombudsman, a whole £10 compensation.  before the investigator said £50.  Mind you, he had actual losses whilst roaming (new USA SIM card, top-up etc).  I am guessing that they have to pay a fee to the Ombudsman for each of these cases but they are incredibly stubborn and that seemed to outweigh their willingness to compensate.  The irony here is that my son nowhas a whole load of credit and they have never resolved his lack of data access so I suspect that he will be with them for ages (kids never use the actual phone nowadays!)
My own credit is down to £7 so I'm nearly gone.........

redux

I've reached a settlement at last.

After a discussion in December, mentioned above, things went quiet. I restarted in early March, asking for a refund of the SIM credit. Several of them were obtuse or obstructive, one manager more sympathetic, and eventually someone in their complaints team agreed, but it would have to be by cheque not bank transfer, and might take a month or so to process.

A £3 refund cheque came this week, text message to request PAC had a reply in a few seconds

simax

All that faff for £3?

redux

simax said:

All that faff for £3?

Yes, a waste of time, but I decided I was more stubborn than them.

Roger1

redux said:

simax said:

All that faff for £3?

Yes, a waste of time, but I decided I was more stubborn than them.

Good for you, taking one for the team!   The more who complain, the more likely a successful outcome.

I'm not far behind you (see my post of 6 April), just waiting for the Ombudsman to make up their mind.

Roger1

Roger1 said:

redux said:

simax said:

All that faff for £3?

Yes, a waste of time, but I decided I was more stubborn than them.

Good for you, taking one for the team!   The more who complain, the more likely a successful outcome.

I'm not far behind you (see my post of 6 April), just waiting for the Ombudsman to make up their mind.

Reporting back (at last!  ) .

The Ombudsman decided in my favour, awarding the refund of funds taken for services not supplied plus a penalty of £50 payable to me.

It took Lyca over a month to send the funds but I am now almost £90 better off than I was yesterday. 

JPR

Roger1 said:

Roger1 said:

redux said:

simax said:

All that faff for £3?

Yes, a waste of time, but I decided I was more stubborn than them.

Good for you, taking one for the team!   The more who complain, the more likely a successful outcome.

I'm not far behind you (see my post of 6 April), just waiting for the Ombudsman to make up their mind.

Reporting back (at last!  ) .

The Ombudsman decided in my favour, awarding the refund of funds taken for services not supplied plus a penalty of £50 payable to me.

It took Lyca over a month to send the funds but I am now almost £90 better off than I was yesterday. 

Well done. They really are a terrible company to deal with.  I never got round to using up my £7 balance so I was a bit surprised when it went down to £2.  They have kept my Local number for the USA going for another year whilst taking away any online method of cancelling it.  I halfheartedly objected but my son lives there so can call me "free"  from included minutes on his proper American number.  I will report back in 11 months when they try to charge me a fiver from my, by then, under 2 quid balance.