Lebara, SIM only Black Friday Deal through MSE link, not being honoured

classmate92

Hi there, I’m new to forums of any type, so hope I’ve done the right thing starting a new thread!

Please can anyone advise me, I used the MSE link to sign up for a Lebara SIM only deal back in November. The deal was for 2G data with unlimited calls and texts for £2.50/month for the first 6 months thanks to a Black Friday Deal, £5/month thereafter.

My new SIM arrived promptly, with a letter telling me, that my new SIM loaded with my chosen plan was attached and to activate my plan, I only had to insert the new SIM and make a call, send a text or use data.  I switched my number from my old provider. 

After one month, during a phone call, my service cut off. I contacted Lebara customer services to explain that I’d signed up for the above plan. I was told that I hadn’t opted for automatic monthly renewal of said plan (unknown to me). I asked if it could be rectified and was told that there was no access on Lebara’s end for this deal and that I could no longer get it. The customer service assistant gave me £5 credit because I was new to Lebara, essentially giving me 2 months (incl. the first month I’d paid £2.50 for) for £2.50. I also discussed with him about taking a new Lebara deal, however I was informed that I would be unable to get the same deal or to keep my number if I changed to another Lebara SIM.

I believe I followed the information/instructions provided accurately and that I should still be able to utilise the initial deal. I also want to keep my number.

Many thanks

classmate92

A little update.

I tried calling Lebara again and seem to be a bit further forward. I was advised to top up by £5 (before the current monthly plan expires) then to call customer services to reclaim £2.50 and ask to have the Black Friday Deal reinstated. The customer service assistant, on this occasion, said he’d leave notes on the system and indicated that the deal could be reinstated!

flashg67

My best guess is that they want you to set auto renew on because there's nothing to stop you otherwise just paying £2.50 for a month then leaving?
I use lebara and find it best to use online or the app to keep an eye on my account. Hope you get sorted - I've found them a good value provider

markH_2

I am having difficulty's with Locomobile, (MSE 1 bundle) .

They sent me the message below. (1st renewal). On Tue, 27 Dec 2022, 23:44

"Dear Customer, We are unable to renew MSE 1 bundle for DKK 0.05 due to payment failure.Please contact customer services."

I contacted them via there helpline (several attempts needed) after checking my credit card was working.

I was told they would contact me and gave a reference .

So far I have received no response.

 I followed this up with the email below.  5th Jan

"Re  your reference ................. relating to your failed attempt to take payment for MSE 1 Bundle.

I have checked my credit card & it is working correctly, therefore I believe the problem is at your end.

As the amount in question is negligible (5p) I would appreciate it if you could reactivate my plan until you sort out the problems at your end.

I have been patient over the Christmas period but need my phone working.

Please expedite this process ASAP as the problem is at your end."

Today the helpline keeps  cutting off after 6 to 8 minis on hold before anyone responds. 

Do you know if this is an isolated incident or are others experiencing similar problems?

Dos Martin or anyone at the teem  have a contact for someone seignior?

What is the best way for me to proceed in your opinion ?

oldagetraveller1

Lycamobile?

Not isolated at all, if something goes awry their so-called helpline is useless.

Cut your 5p losses, get a P.A.C. from them, even that could be a widescreen epic, then go elsewhere!