Lebara dreadful customer service

Jsab

My wife, son and I purchased new SIM's through MSE last year. At the time there was an offer for us to each receive a £40 voucher after 6 months.
I contacted them via their chat nearly 2 months ago and was told this would be resolved within 3 to 4 weeks.
2 weeks ago I got back in touch as nothing had been received and they told me this would be resolved within 5 to 7 days.
Last week I got in touch again and was promised this would be resolved in 24 hours.
Yesterday I got in touch again and was promised resolution in 24 hours plus a complaint had been raised and a manager would ring me in 24 hours.
Guess what - nothing again !!!!
I have just been in touch again and been told a manager will ting me within 2 hours. 
It's now 2 days later and still no response !!!

Each time I get in touch I spend approx 1.5 hours on chat while the poor person I'm speaking to keeps having to contact other teams.
Does anyone have any advice on how I can get Lebara to actually stick to the contractual agreement we have ?
Thanks for any help but I'm getting very frustrated .....

MSE_James

Hello - sorry to hear about this. Please take a look at this page which explains what to do in these kinds of circumstances:

https://help.moneysavingexpert.com/en/articles/8879527-not-got-your-mse-blagged-broadband-phone-tv-voucher 

Jsab

Thank you so much - I have sent an email with the relevant information

Scottie48

Does Lebara Live Chat actually exist? Took out one of their monthly details as shown on here, number ported over yesterday since when wi-fi calling doesn't work, phone says contact Vodafone who I moved from, did that, they said your number no longer exists and discuss with Lebara. I'd love to but without wi-fi calling I've no chance as where I live signal is very poor, been trying live chat from 7pm-closing last night and again from 8 this morning, no response whatsoever. Perhaps we should hold a seance to try and contact them online! I've a feeling this could be a very short contract!

flaneurs_lobster

Scottie48 said:

Does Lebara Live Chat actually exist? Took out one of their monthly details as shown on here, number ported over yesterday since when wi-fi calling doesn't work, phone says contact Vodafone who I moved from, did that, they said your number no longer exists and discuss with Lebara. I'd love to but without wi-fi calling I've no chance as where I live signal is very poor, been trying live chat from 7pm-closing last night and again from 8 this morning, no response whatsoever. Perhaps we should hold a seance to try and contact them online! I've a feeling this could be a very short contract!

Why did you add your post to the "Lebara dreadful customer service" thread as opposed to the "Lebara Woeful Service" thread?

There have been several posts here reporting that Lebara are unable to provision Wi-fi calling for some phone models (Pixels and some Moto models I recall). Reports generally are as you've found, not our fault Guv, blame last network and blame phone manufacturer. 

Give it a day or so for the port to settle, have a Google for your particular phone model and Wi-fi calling - there may sometimes be a software switch that can be actioned for some networks/phones.

I've had success with Asda mobile, if you want to risk £5 to try out their network - their SIMs are obviously easy to source if you've got a store nearby.