Avoid Lebara

bjorn_toby_wilde

https://forums.moneysavingexpert.com/discussion/comment/82008752#Comment_82008752

Very true

Lebara are really not secure at all in my experience.

They sent a SIM with my number to a criminal when it seems all he knew was my email address and number. I asked Lebara for the call logs and the whole process was actually laughably easy for the criminal.

The very first call to Lebara was flagged immediately by a diligent call operator who added a flag to my account stating “Unable to answer any question apart from email address. Please verify the account correctly before sharing any info”

Two minutes later (yes - only two minutes!) the same criminal called back and somehow passed security with a different operator who obviously didn’t read the call notes. He asked seemingly innocuous questions about how much credit was left on the account.

40 minutes later he made another call and, presumably using the info he harvested from the second call he requested a replacement SIM.

The first conscientious operator obviously logged back in later that day, put another flag on the account and called me. I confirmed I hadn’t requested a replacement. He tried, unsuccessfully, to stop it being mailed out.

Two days later the criminal received the SIM and persuaded another operator to activate it for him.

Lebara’s response to why their operators don’t read the call logs or look at the flags…..they don’t always have time!

Their security questions to activate the SIM?How much is your monthly bill? Can you give a number you call regularly? Which bank do you pay your bill from?

He guessed the first one, couldn’t answer the second and gave the wrong bank for the third and still they activated the SIM.

Use Lebara by all means, but be realistic about the risks.

SDMSE

https://forums.moneysavingexpert.com/discussion/comment/82005938#Comment_82005938

As an up-date, my complaint is still ongoing. Lebara decided to close it without informing me. I've re-opened it and spoken to customer services several times. Each time they apologise and say they have escalated my complaint and someone will call me within 24 hours. No one ever does. Today I asked the customer services lady if i could speak to a manager. The answer was no and she ended the call! This is an impossible situation. No one ever gets back to me. How will it ever be resolved?

t0rt0ise

https://forums.moneysavingexpert.com/discussion/comment/82037082#Comment_82037082

Try leaving a Trustpilot review. They answered mine within a few minutes and called me.

SDMSE

https://forums.moneysavingexpert.com/discussion/comment/82037082#Comment_82037082

My complaint has never been resolved despite numerous call to Lebara, lots of promises that someone would call me back, my case being closed (by them) and I even had the call terminated when I asked to speak to a manager. This is even though some customer service staff told me that I should have received a link to access the gift voucher. I consider this a mis-selling of a package that they were never prepared to honour and I shall be writing to the regulator @lebara