Can I cancel a LycaMobile sim only deal in the 2 week cooling off period.

Hargreaves1910

I ordered 2 sim only deals through LycaMobile 0n 30th December online, one for me and one for my wife. I was emailed on the 4th January by Lyca that both sims had been delivered, we were in all day and nothing arrived. Checking further they delivered them to the wrong address and try as I might I cannot contact them to sort this out. Obviously the supplied address details were correct, they have sent them to a different address and postcode.

Their telephone system is just a series of options and answers but no one to actually speak to. I emailed cs@lycamobile.co.uk explaining what had happened and received a reply today which is just an automated response email telling me to contact them through my online account or app, neither of which I have because I haven't got a Lyca sim card! Can you see where this is going? I thought how stupid this all was and looked at their Trustpilot reviews, oh dear they are pretty appalling!

As the original order was only a few days ago can I cancel the order by email within the 2 week cooling off period. And can I instruct my bank not to pay them any money? I think I would be better to steer clear of them and take my business elsewhere.

Thank you.

Aylesbury_Duck

You can nornally cancel an online sale within 14 days of receiving the goods.  The trouble is, you haven't yet received them.

You could speak to your bank about chargeback, but the retailer might challenge it on the basis that the order has been delivered.  It might work, but you might end up stuck with the bank and the retailer!  I'd give it a try.  If nothing else, it might bring them to the table.

Hargreaves1910

Thanks Aylesbury_Duck.

As I am within the cooling off period and I can't get in touch by phone I assume email cancellation would be ok? Presumably I just say I am cancelling within the 2 week cooling off period as required by law? 

ArbitraryRandom

Hargreaves1910 said:

Their telephone system is just a series of options and answers but no one to actually speak to. I emailed cs@lycamobile.co.uk explaining what had happened and received a reply today which is just an automated response email telling me to contact them through my online account or app, neither of which I have because I haven't got a Lyca sim card! 

I don't know what number you called, but this is the detail from their complaints process (inc a different email address that you can forward that auto response to): 


https://www.lycamobile.co.uk/en/code-of-practice/

savergrant

What is the agreement you signed up to?  If it is simply pay for a month upfront just contact your bank to cancel any future payments, if lyca ever renew the bundle the request for payment will fail and the sim will go into mothball mode.  If you have agreed to pay long term lyca may treat you as breaking your contract though.  How do you know they have gone to the wrong address and will lyca not send out replacement sims to you?
As regards the sale of goods act I believe mobile sims are classed as a service rather than goods, so the date commencement of the service is not necessarily the same as delivery of the sim (although some networks will not charge you until you activate the sim). In that case your account will remain pending and no further payments will be attempted.  I have a few lyca sims I have ordered but never used and they have never tried ro renew the plan on them.

PHK

I wish you the best of luck. Lyca are well know for extremely poor customer service. 

Look over on the Mobile Phones board at some of the horror stories. 

Ectophile

Hargreaves1910 said:

Thanks Aylesbury_Duck.

As I am within the cooling off period and I can't get in touch by phone I assume email cancellation would be ok? Presumably I just say I am cancelling within the 2 week cooling off period as required by law? 

Never assume.  Check what it says in their Terms and Conditions.