Lebara not billing correctly

NotChris

So I started my 5GB MSE Exclusive Monthly Plan (6 months of £1.99, then £4.90 per month) with Lebara in Aug 2023.

In Aug & Sept, Lebara took out £1.99, but in Oct, Lebara took out £4.90, so I had to contact Lebara via webchat and they reimbursed me the difference, but again in Nov 2023, the same thing happened, I tried to contact Lebara via webchat around 10am today, and it was showing chat isn't available now, even though on their website it states webchat is open everyday 8am-9am, I guess I will have to try again later.

I'm just wondering if anyone else has had the same issue with Lebara not billing correctly? 

Largs

I've not long joined, when I login I have this message on the first page...

"Your plan renews at £2.78 for the next 2 month. From 31st January 2024, standard price of £6.95 will be charged."

Do you have anything like that?  I will keep an eye on what they actually charge my card.

NotChris

Largs said:

I've not long joined, when I login I have this message on the first page...

"Your plan renews at £2.78 for the next 2 month. From 31st January 2024, standard price of £6.95 will be charged."

Do you have anything like that?  I will keep an eye on what they actually charge my card.

I don't have anything like that, it shows my number, then my plan when I login.

The plan is listed as "5GB MSE Exclusive Monthly Plan" with a red i next to it, and when I click the red i, it shows the monthly plan as: £4.90 £1.99 / 30 days

Edit: I did manage to message Lebara on webchat, and the agent said they'd refund the different again, but the money could take up to 14 working days to show on my account. I asked the agent if I will need to contact Lebara after Dec & Jan payments, and the agent said they'd flag it up / raise a complaint. 

Fredw56

There must be problem with Lebara’s system. My wife and I both moved to Lebara in December using the MSE offer. My wife was charged correctly at £1.90 but I have been incorrectly charged £4.90. 

I have called the helpline and they made a refund in January and I have just requested another for February. On each occasion I have asked for the problem to be put right at source but it sounds as if that isn’t possible. I can cope but it takes about half an hour on the phone to get it out right each month which isn’t what I would do for fun.
It does show that the Problem is at Lebara’s end. Fortunately, Lebara does have an accessible help line and they are really helpful. Try that with some of the networks that only have artificial idiot bots.