Lebara Referrals don't get paid.

ZZ_von_Schnerk

I was happy with this company until I referred a friend in December last year. My reward is still "pending" despite my friend having signed up months ago. Their customer service is rubbish, the woman on the live chat just tried to fob me be telling me to read the website. After I pointed out I'd done all that and just wanted to know why my award was still pending she promised someone would be in contact to explain. Of course, nobody did.        

mikka267

Same happened to me. Referred a friend months ago, and haven't seen any reward. Each time I contact them, they are lying through their noses, and tell me to wait another 7 days.....Reporting them for misleading customers and fake advertising. Hope that will wake them up

d123

Did your friends activate one of the plans that the referral reward is paid for? And stay on the plan for at least 60 days? 

Special offer plans don’t appear to be eligible.

https://www.lebara.co.uk/en/promotions-terms.html#refer

7. Refer and Earn program

7.1. Users who sign-up and participate in Refer and Earn program will be able to introduce Lebara SIM Only plans to their friends and family by sharing their unique link. If the referred member successfully makes a purchase of SIM Only plan, then participant could be eligible for cash reward up to £50. Below rewards table will show how much can be earned per successful referral transaction. All other standard terms apply.
 

30-Day plan	12-Months plan	Reward
3GB SIM Only Plan £5	3GB SIM Only Plan £4.5	£10
15GB SIM Only Plan £10	15GB SIM Only Plan £9	£20
6GB SIM Only Plan £10	6GB SIM Only Plan £9	£20
30GB SIM Only Plan £15	30GB SIM Only Plan £13.5	£30
30GB SIM Only Plan (Unlimited Intl min) £20	30GB SIM Only Plan (Unlimited Intl min) £18	£30
Unlimited SIM Only Plan £25	Unlimited SIM Only Plan £22.50	£40
Unlimited SIM Only Plan £30	Unlimited SIM Only Plan £27	£50

7.2. Below are the eligibility criteria of the program and all these rules must be for reward pay-out to participant

    a. The referred member must use the unique link shared by the participant to initiate the purchase

    b. The referred member must successfully complete their purchase of SIM Only plan listed here along with the new SIM card

    c. The referred member must continually stay on the SIM Only plan for 60 days from activation and consecutively paid for 2 monthly cycles

7.3. If the referred member cancel, request for refund or discontinue the SIM Only plan within 60 days, then transaction will not be eligible for the cash reward.

HaroldWhistler

ZZ_von_Schnerk said:

I was happy with this company until I referred a friend in December last year. My reward is still "pending" despite my friend having signed up months ago. Their customer service is rubbish, the woman on the live chat just tried to fob me be telling me to read the website. After I pointed out I'd done all that and just wanted to know why my award was still pending she promised someone would be in contact to explain. Of course, nobody did.        

@ZZ_von_Schnerk

Totally agreed. Their Rewards system is a total mess. Either there is a serious glitch where it completely messes up the Activation date, total incompetence or deliberately having a system that doesn't register the correct Activation date in order to delay/avoid Rewards.

From what I have heard, the best method is to complain via the Form on the Rewards page. If you click on "Help" underneath the little arrow underneath your Account address which shows options like "Dashboard" and "Balance," there is a Contact form and you can select the Reward and click "Missing". It is sad and hilarious though that you then have to fill in the form and give the Order number of the person who signed up. I think they have a team from Germany who deal with that Page who then email back and ask for Invoices, or confirmation of the dates as well. Then they (eventually) pay out with someone at last fixing the date on their computer system which changes the status on the page you the customer see from "Pending" to "Confirmed". But you shouldn't have to in the first place. As for the Lebara "Live Chat" or e-mail, it is pointless so don't waste your time on that one. That goes to some back office team in India who are totally incompetent. I heard of someone who got e-mailed back about a Rewards complaint by the "Lebara Customer Service Team" in Bombay a full 9 months after his original e-mail to their Support team. 9 months. And the reply didn't even address what had been asked! 

Clearly their system is not counting the 60 days properly. Then they try to fob you off by asking the same questions on their FAQ page when it's obvious the 60 day period has long since passed. At least the Help Form seems to resolve it, but sadly they don't seem to permanently fix the issue, meaning any future Rewards may have to go through the same process instead of being automated. Lebara don't seem to grasp that fixing the whole thing to be automated would likely increase the incentive for people to encourage others to join Lebara. It's penny wise, pound foolish and clearly not in line with their own Rewards FAQ page. 

d123 said:

Did your friends activate one of the plans that the referral reward is paid for? And stay on the plan for at least 60 days? 

Special offer plans don’t appear to be eligible.

https://www.lebara.co.uk/en/promotions-terms.html#refer

7. Refer and Earn program

7.1. Users who sign-up and participate in Refer and Earn program will be able to introduce Lebara SIM Only plans to their friends and family by sharing their unique link. If the referred member successfully makes a purchase of SIM Only plan, then participant could be eligible for cash reward up to £50. Below rewards table will show how much can be earned per successful referral transaction. All other standard terms apply.
 

30-Day plan	12-Months plan	Reward
3GB SIM Only Plan £5	3GB SIM Only Plan £4.5	£10
15GB SIM Only Plan £10	15GB SIM Only Plan £9	£20
6GB SIM Only Plan £10	6GB SIM Only Plan £9	£20
30GB SIM Only Plan £15	30GB SIM Only Plan £13.5	£30
30GB SIM Only Plan (Unlimited Intl min) £20	30GB SIM Only Plan (Unlimited Intl min) £18	£30
Unlimited SIM Only Plan £25	Unlimited SIM Only Plan £22.50	£40
Unlimited SIM Only Plan £30	Unlimited SIM Only Plan £27	£50

7.2. Below are the eligibility criteria of the program and all these rules must be for reward pay-out to participant

    a. The referred member must use the unique link shared by the participant to initiate the purchase

    b. The referred member must successfully complete their purchase of SIM Only plan listed here along with the new SIM card

    c. The referred member must continually stay on the SIM Only plan for 60 days from activation and consecutively paid for 2 monthly cycles

7.3. If the referred member cancel, request for refund or discontinue the SIM Only plan within 60 days, then transaction will not be eligible for the cash reward.

They did. Their system is clearly messing things up. A customer shouldn't have to contact Lebara to get them to recognise what their own systems should be doing in the first place according to their own FAQs!

mikka267 said:

Same happened to me. Referred a friend months ago, and haven't seen any reward. Each time I contact them, they are lying through their noses, and tell me to wait another 7 days.....Reporting them for misleading customers and fake advertising. Hope that will wake them up

It's really sad that they are penny wise, pound foolish.