Lebara UK reviews

Lebara UK reviews

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Violation of DPA

I am on my way to report Lebara for violation on the Data Proction Act. I bought a new Lebara SIM card after being abroad for more than 3 years. When trying to register I discovered that my email address was locked with my old number. I have no idea, what my old number was, which address it was registered to etc. Now I have been struggling with Lebara for month trying to get them to remove my email address in the system. All reply I get from Lebara Customer Service is the same template again and again:
What is your Lebara number?
What is your ICCID number (at the back of the SIM card) or PUK code?
Which countries do you call frequently with your Lebara mobile?
When was your last top up and how much was it?
Was your last top up with an e-voucher, scratch card or online?
What is the name and address that sim card is registered with?
I cannot answer any of below questions.
Stay away from Lebara.
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change their rate package every month

avoid it, even if they have better offer than other company. because it is just a trick, they first attract you to their company by great deal, but they will change it every month until it is the worst you can get in the market. do not join at any circumstances.

I do attracted by their data plus 500 when it is 12 pound, with unlimited data, text, and 500 minutes; however, next month the price rise to 15 pound. another month later, they no longer offer that service. they never give you message to remind you about the end of service. and when i top up to purchase the package, it says no longer offering, they do not offer refund.

totally unacceptable.so decided to leave, i am now asking a legal adviser to see what i can do.
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Poor mobile connection and customer services

I have to say it is low cost mobile network. But I had a few problems with their network connection. My friends have told me a few times that they cannot through when they call my number even my mobile is free. I really don't want to miss any important calls. It's same to me when I calling other people. Lebara's customer services is poor as well. Just cannot rely on Lebara's service.
Lebara Mobile

Reply from Lebara Mobile

Hi Xiaofei

Sorry to hear you are having connection issues and the fact our customer service team did not meet your needs.
I’d love to change this around and look into your account in more detail. To do that, can you please get in touch with me via any of the below channels:

https://www.facebook.com/LebaraMobile
https://twitter.com/lebaramobile
care@lebara.com – attn: Kamila

Regards,
Kamila
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unlimited to them means 3 gig.

I paid 15 pouns for unlimited internet and 500. min for one month. It didn't last that long. They lie .it is about 3 gig.if you go past that they terminate your bundle. That is theft. I'm back on 3g network now. They will give you unlimited for real
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Adam, your experience with Lebara

Adam, please update us about your experience with Lebara Mobile.

They are very good to give someone the impression and hope that someone cares and is being proactive.

But the reality is so different. As well as sending "Private Messages" to Kamila PLEASE carry on writing here then everyone can see the progress...If there is any?
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What an awful company, an absolute rip off and very bad customer service! Not recommended!

Decided to move from giffgaff to Lebara mainly because of the prices but also the coverage too as Vodafone coverage seem to be much better in our area. Ordered a couple of sims a few weeks back so used one of them to bring my own number to Lebara which went pretty much smoothly whilst still waiting on my other sim with gaiffgaff to run out of credit before moving over. A week later got fed up with waiting so registered the second Lebara sim online and topped up with £10 which went through ok but then I received an email saying it wasn’t successful so tried topping up with a different debit card, again same scenario went through ok then funny email saying different. Checked online and balance still Zero. A couple of days later noticed 2 x £10 have been taken out of my accounts so decided to call them. To my surprise they told me the sim card was in fact expired and they don’t understand how and why would the top up would go through!? Now the fun bit, to get my money back I’m to send them my bank statements to which I quiet politely said NO! the other option is to get another Lebara sim and then call them n they will add the £20 onto the new account. Their customer service rip not very polite nor knowledgeable n kept putting me on hold to speak to her manager n when I asked to speak to the manager, guess what, she is in a meeting! I decided to go out there and buy another Lebara sim which I did and then called them and was told: Actually we have already sent you a partial refund back to your bank account so the remaining balance would be transferred to your new sim. At this stage I only had a day left on my giffgaff PAC so started the port in process as they said they can transfer me the same day but guess what that was a just another lie! Two days later and I’m still not ported in so had to contact giffgaff again and ask for another PAC. I then contacted Lebara and firstly asked them why is my number not transferred as yet to which I was told same day number transfer doesn’t exist and am still waiting in the que. I then informed them of the situation and provided them with the new PAC (this was on a Wednesday) I was told not to worry and the transfer should be complete in the next 24 hours. Thursday evening I called them back to check and they said NOPE within 48 hours. Called them Friday and was told there was a problem and this will now complete by Monday. Called them Tuesday morning and was told my PAC was expired?!?! So they took the new PAC again and put the order through. Thursday I was disconnected from giffgaff but the Lebara sim went dead. Called them again and was told there was an error and I have to wait another 24 hours and there’s nothing they can do to help. Currently without a number and still waiting on them to fix the problem. As soon as they do I will ask for my PAC code and move on to another network as enough is enough!
Lebara Mobile

Reply from Lebara Mobile

Hi Adam,

Thank you for taking the time to provide your feedback and I’m really sorry to hear that our service hasn't been up to its normally high standard.

I’d like to investigate this further to better understand what has happened and how we can make this experience better, could you please get in touch with me via any of the below channels:

https://www.facebook.com/LebaraMobile
https://twitter.com/lebaramobile
care@lebara.com – attn: Kamila

Regards,
Kamila
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Different rates from the ones advertised and/or credit randomly disappearing??

I have been using Lebara for the better part of 4 months. While their reception is generally good, customer care quite helpful and courteous, I cannot understand what the issue is with the rates!

I usually only use Lebara for my BIS and as a backup phone. However Lebara recently advertised 3p /min for a call that I always make, so I decided to try it out. And surprisingly they have been charging me 8p /min!!! This is ridiculous. Nearly 3 times the rate I bargained for. I had already made a long call the first time around and could not believe my credit when I looked at it. I decided to make another call and compare the credit - sure enough, I was being charged 8p /min.

A company in such a highly competitive market should not be engaged in (however inadvertently,) fraudulent mistakes like this. I am terribly disappointment and am seriously considering switching phone companies at the moment. There is no point having a backup line that you cannot rely on.
Lebara Mobile

Reply from Lebara Mobile

Hi Akatu,

Thank you very much for taking the time to leave your review.
Can you please let me know which country you called, so I can look into this for you?

Let’s talk via any of the following channels:

https://www.facebook.com/LebaraMobile
https://twitter.com/lebaramobile
care@lebara.com – attn: Kamila

Regards,
Kamila
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Terrible Intimidating Service From Lebara

I have been living a nightmare trying to transfer my phone with Lebara and i would like to share it. I have requested my PAC code from Vodafone which was my old provider and received it within a few minutes. I then called Lebara and gave them the PAC code along with my number details and they informed me that around Tuesday i will be diconnected from my old network, and i should wait until the night of the same day to be connected with Lebara. The service was indeed disconnected on Tuesday, however, despite expecting to be connected a few hours later on Lebara nothing has happened. I have called them on Wednesday, experienced terrible customer service and was charged a 40 minute long call, and they aknowledged they had made a mistake and transferred my old phone number to the wrong sim card(!) and not the one i had. They promised they will resolve it asap and give me a call back at my office. I also requested to be sent an e-mail. On Thursday and after waiting another 24 hours without any feedback or e-mail regarding the status of transferring my number, i had to call the customer service of Lebara myself, again. Guess what happened: I had to go to the whole identitification process and details again, only to be told that the customer service had done nothing yet forward to my call the following day! They said there was no request on my case done to the technical department of the company yet! On Friday i was still not connected on Labara network despite their promises that in 24 hours it will be resolved.
After 2 further calls on Friday(today) to the customer service and a Formal Complaint issued , i was finally assured that my issue is being dealt somewhat seriously now(!). Around 23:00pm my servive was connected, but i am currently only able to receive calls(!).Furthermore i am trying every 1 hour to restart my phone but still cannot make any calls and connect to internet. On top of that, i cannot even log into my online Lebara account with my usual e-mail and password!! It seems that this process is for them more complicated that nuclear science!Its my fourth day now of this network Odyssey with no resolution.I have paid for a service that i cannot use for 4 days now, and it seems that i still have to go through endless customer service waiting and who knows when the issue will be seriously dealt with.
Disgusting, unbelievable let down that has caused me tons of problems and inconvenience at personal level and work.Non- existent customer service. BEWARE!
Lebara Mobile

Reply from Lebara Mobile

Hi Argy,

Thank you for taking the time to leave this review. We take each and every customer feedback very seriously, especially when the experience isn't up to our normal standards.

I’d love to look into your account and resolve this matter for you asap. To do that, can you please get it touch via any of the following channels:

https://www.facebook.com/LebaraMobile
https://twitter.com/lebaramobile
care@lebara.com – attn: Kamila

Hope to hear from you soon!

Regards,
Kamila
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A WASTE OF MY TIME AND EFFORT

My Nexus phone would not connect to the internet which is not much use for a Smartphone
so i went to the Lebara Webpage to cancel my auto top-up , however when i tried to change the settings to remove my card, UP COMES THE SIGN - OUR SERVICE IS NOT UP TO OUR NORMAL STANDARDS - AND TONIGHT TWO WEEKS LATER I STILL CANNOT CANCEL MY CARD - I HAVE PAID FOR TWO SEPARATE LOTS OF DATA WHICH HAVE NOT BEEN USED BECAUSE THE NUMBER IS NO LONGER IN USE, THIS KIND OF SERVICE IN 2014 IS A DISGRACE.
Lebara Mobile

Reply from Lebara Mobile

Hi Stephen,

Sorry to hear about your internet and auto top up issues.

To get you online in a few minutes please follow this link: http://lebarauk.tweakker.com/android.

In regards to your auto top up, we would need to know a bit more so please get in touch with us through any of the following channels:

https://www.facebook.com/LebaraMobile
https://twitter.com/lebaramobile
care@lebara.com – attn: Kamila

Hope to hear from you soon.

Regards,
Kamila
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Lebara is a can full of problems

I basically chose to use lebara barely 2 weeks back and it has been 1 problem after another. The first nightmare was the customer service staff who kept me on hold for ages without letting me know and failed to give me enough details with regards to my query. The second and worst of all times nightmare is the internet service, its poor than the word poor, my internet connection is constantly unavailable so much that i have missed important viber calls and had message delivery delays which may cost me my life. I regret having chosen to use lebara and its only a matter of time before i flush my sim card on the toilet. I am so tired and never expected such a horrible service. I put 1 star because there was no option for NO star.
By the way you need to pull up your socks and keep up with UK standard; future users of lebara may need a mobile app, the long message on 5588 is too long and boring, its a waste of precious time, do you have a customer service office?, the website is not interactive at all and not informative.
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Extremely poor service. Malfunctioning website. No reply to queries. Unable to verify charges applied.

Extremely poor service.
Malfunctioning website.
No reply to queries lodged.
Lack of clarification on charge scheme.
Unable to verify charges applied.
Unable to register mobile for top-up.
Lebara Mobile

Reply from Lebara Mobile

Hi Mark,

Sorry to hear that our service hasn't been up to its normally high standard.
Could you please get in touch with me via any of the below channels as I would like to look into this for you?

https://www.facebook.com/LebaraMobile
https://twitter.com/lebaramobile
care@lebara.com – attn: Kamila

Regards,
Kamila
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awful terrible shambolic

Promo data packages that change with the wind
Cant check balance via mobile or website
Cant check package on website
website down for days
extortionate, disproportionate rates uk gets unlimited data for £12 spain gets 3GB for 12euros
Cant top up after credit gone via web or text only by hunting for a store
Cant view account details - . removing my card details from their system will be the next challenge.
After reading the previous reviews since 2011, this is not news to the staff, company or consumers.
Rated no star! but forced by this system to give at least one star - which only helps keep up the stats by a fraction...


clearly one of these get rich schemes
will be taking my business elsewhere
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Review by confirmed purchaser

if you have any problem, it's a nightmare

Quite cheap if you call abroad and it's the only advantage. However, you have to regularly check for rates because recently they increased the PAYG rates without informing customers. If you have any real problem, it's a nightmare to solve it with them. Very often I heard lies just to terminate the call and make me calling again in the future.
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Worst network

I ve never see bad mob company but lebara,they say unlimited data, but then you get charge,when I call them where my balance is gone they are not even sure that why I get charge ,and then they say some stupid things ,I might charged for watching youtube,anyway don't want to waste my time once my free minutes finish ,this SIM card nothing deserve but bin,it deserve some stars but negative
Lebara Mobile

Reply from Lebara Mobile

Hi Inayatullah,

Sorry to hear you have been getting charged for the internet usage having unlimited data. There must have been some technical issue and we would love to get this fixed for you asap.

To do that can you please get in touch with me via any of the following channels:

https://www.facebook.com/LebaraMobile
https://twitter.com/lebaramobile
care@lebara.com – attn: Kamila

Regards,
Kamila
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Very BAD Company, Dont honour their contracts/schemes

Last year in Sep-Nov they ran scheme to give FREE DATA to whoever recharges PAYG. and after every 30 days it would renew as long as you recharge before the 30 day period. At least thats what their WebSite as well as SMS received on phone said.

Fair Enough , and like all trusting customers , I took their word and sent SMS to join the scheme after first recharge, I instantly received SMS stating Enjoy your FREE Data and all you now need to do is recharge again in 30 days to keep using FREE DATA (as scheme would still be running during those 30 days as well) ..

for those 30 days were good and there were no issues with data, just before 30 days I received the message again to recharge to continue using FREEDATA (And it clearly stated that you need to *just* recharge before 30 days are over).

So I recharged again on 29th day and kept on using the same believing the scheme and SMS from the LEBARA itself. After 7-8 days I checked balance for something and was surprised to see it quite LOW, on checking I found out I was being charged for Data usage .

I instantly lodged complaint with their website , and after 2-3 days I got the answer , I had not recharged in 30 days hence the scheme is not valid for me.. I replied to them stating I infact did it on time.This went on 2/3 times (and each time took 2-3 days for their response) and I had to literally show them each day by counting DAY1- , DAY2- , DAY3 (so I had recharged on DAY 29 ),
By this time, the scheme was over and I was confident that since I was right, I at least would be compensated for the money wrongly charged, but I was living in some fool's paradise to believe that money could be returned.

now they changed the story by stating I had to sent SMS again to RE-ENTER the scheme and that could no longer be done as the scheme is now finished.
I countered this by stating their own terms and conditions and SMS they had sent which merely stated to Recharge the account and it would AUTO renew, but to no avail.
I am yet to receive any reply on my last email send on same subject which is now more than 30 days old.

I am now just waiting for whatever balance is left in my own account as well as my family's account to switch to other mobile companies.

I am known in my friend circle as System -lover as more or less I favor the system and say to give benefit of doubt to system till the problem is resolved. If I am stating this company and their process as BAD, you can imagine how BAD this would be.
antony found this review useful
Lebara Mobile

Reply from Lebara Mobile

Hi Kamal,

Thank you for taking the time to leave your feedback.

I am truly sorry to hear you were not able to enjoy our FREE DATA again due to a technicality. I can completely understand how frustrating this must have been for you and I'd love to make things right.

Please get in touch via any of the following channels:

https://www.facebook.com/LebaraMobile
https://twitter.com/lebaramobile
care@lebara.com – attn: Kamila

Hope to hear from you soon,
Kamila
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Lebara have totally lost my trust!!

I truly wanted to believe in Lebara. I was ready to forgive their bug-ridden web-site, and much else besides, but their behaviour since last month, and massive price hikes have driven me elsewhere. I'm using up my credit, before destroying my Lebara SIM. I took out a UK Gold Mastercard simply for buying top-up online. I've been trying for MONTHS!! Payments fail every time. Furthermore, I know from this forum and others that I'm not alone!! (My card works perfectly with purchases from Amazon, M&S, House of Fraser, The Book Depository, and now with TalkMobile.) In November, each time I attempted a log-in to 'My Lebara' I was getting other people's account details (the obvious conclusion being that others were getting mine). I reported this to Lebara, and also the problem with paying for top-up or the Freedom Pass I needed. I was told that the IT team were working on improving the online experience, and asked to ensure that I bought e-vouchers regularly so that 'under the circumstances we can deduct the cost of the Freedom Pass from your balance.' I was also told that this couldn't be autiomatic, I'd need to call Customer Services each time. Fair enough!! BUT when I tried to do it last week (having topped up £40 in Sainsbury's) I was told "the IT team have withdrawn the possibility to do that, even for the managers". I was advised to try again online. Again, after providing all my details, and without asking my bank for authorisation, the transaction aborted. After the third attempt, I contacted 'The wonderful world of Lebara' where an advisor kept assuring me he'd find a solution and telephone me on Saturday or Sunday. He didn't. That's when I discovered that if I still wished to make and receive calls (my Freedom Pass had expired) I'd have to pay THREE TIMES the rate. That's right. The per-minute rate had TRIPLED overnight!!! Then I received a text and email from Lebara telling me that they could take the cost of a Freedom Pass from my stored credit card details each month. Fine in theory. Except the whole point is I CANNOT STORE my details online, as they very well know. So the offer is worthless!! Yet I have attempted to enter all my personal data multiple times. Any key-logger watching could literally take me to the cleaners - a distinct possibility since, as I stated above, I have logged in to 'My Lebara' on more than one occasion only to be mis-directed to someone else's account, and ALL on a supposedly-secure https. It's farcical!!!
Lebara Mobile

Reply from Lebara Mobile

Hi Jenny,

Sorry to hear this was your experience and that we were not able to provide a solution for you. If you would like I would be happy to have one more look at it for you, but understand if you are just too frustrated.

Thank you for your honest feedback, we will pass this on internally and look to improve the experience going forward.

Please contact me at:

https://www.facebook.com/LebaraMobile
https://twitter.com/lebaramobile
or
care@lebara.com – attn: Kamila

Regards,
Kamila
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Review by confirmed purchaser

Terrible Solution

The staff at Lebara are friendly and nice. However . . .. . ..
I wrote an email of complaint after having a problem with my credit disappearing within 2 days. No reply. Nothing!
My problem was that all my credit disappeared within 2 days (around 25 pounds)
I had initially phoned up Lebara to find out what happened. I was told I didn't initiate my package properly asI hadn't texted them back properly.
However, after initiating the same package (with more money), I realised that the previous time they hadn't sent the text message they claimed (I checked the text message history too!).
Lebara Mobile

Reply from Lebara Mobile

Hi Francis,

Thank you for taking the time to leave your feedback and I am very sorry to hear you had to go through all this.
I’d love to look into your account and resolve this matter for you asap. To do that, can you please get it touch via any of the following channels:

https://www.facebook.com/LebaraMobile
https://twitter.com/lebaramobile
care@lebara.com – attn: Kamila

Hope to hear from you soon!

Regards,
Kamila
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Lebara in the UK increased call rates by 150% Dec 2013 without informing their customers !!!

Lebara in the UK increased call rates by 150% Dec 2013 without informing their customers !!!

I have been a loyal customer with lebara for many years since it was offering the convenience of cheap international calling and at the same time (USED TO BE) cheap local and national calls. This has all changed now customers should be warned that you are being charged more than what you know or think.

I had two incidents the first happened about 3-4 weeks ago with a friend who is also with Lebara and he was charged £7.50 to get 1GB for one month when he never subscribed for this and only when he complained to their customer they just said sorry our mistake and refunded the money back. No compensation was given and imagine there is probably 1000’s of customers out there being charged like this without realising and the only person at loss is the customer while Lebara increases the profits.

Just today was another shock for me, while I was talking on the phone all for a sudden the phone conversation ended abruptly and I got a voice saying you have used all your credit. This was a shock for me as I knew exactly how many minutes I used and I know the call tariffs. Furthermore, I usually get this annoying voice reminder that tells you are low on credit and reminds you to top up. On this occasion I did not get this low credit reminder and just got cut off when I ran out of credit.

I was really angry and called the customers service to get an explanation and know what happened. First the customer services said “sorry we just increased our prices a week a ago from 5pence local call to 15pence per minutes and mobile calls also increased to 15pence per minute”. He claims customers are suppose to be informed about it, then he said he will check and see why I was not informed about and only with few seconds he came back and said “ sorry it is within our terms and conditions that prices can vary” and nothing can be done.

It is obvious that this was all planned by the company and while all retailers and companies decrease their prices during Christmas season it is the opposite here. Also it is obvious that Lebara has decided to take the low credit warning at the same time which means that all their subscribers will just not realise about low credit until it is completely finished and will not notice the increase in call rates. The only person at loss here is the customer and Lebara will be increasing their revenues which has reached more than £500 million in year 2012.

I think that Lebara is assuming that majority of their customers are of particular demographics (who have relatives abroad) and hence will not know their rights or take any action against their unfair polices. I have attached few links below with helpful information so that you know your rights and how to complain. I will be making an official complain to the company today and see how it goes though I am not expecting anything positive from them. It is seems that this is corporate policy for the company and in the third link below you will see how the company ended the services of employees abruptly which comes to show the mentality of the Lebara manage and how they value Customer Satisfaction!!!

Know your rights and how to complain (make your voice heard and don’t be quite):
http://www.which.co.uk/consumer-rights/action/how-to-complain-to-the-ombudsman-about-a-mobile-phone-provider
http://www.bbc.co.uk/programmes/b006mg74/features/consumer-advice
http://consumers.ofcom.org.uk/tell-us/
http://www.lovemoney.com/news/household-bills/mobile-phones/12583/the-uks-worst-mobile-phone-provider

Link about Lebara employees:
http://www.prepaidmvno.com/2012/04/15/lebara-mobile-retrenches-60-staff-members-with-additional-job-losses-to-come
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Service and openess declining

I am not impressed with Lebara recently.
I have been a long time user of Lebara, firstly in Melbourne when they first opened in Australia maybe 6-7 years ago and recently in the UK.
Where the trouble started is with a text I received from Lebara saying that weekend national calls could now be made for 1p/min instead of 5p/min.
I know I was paying 5p/min at all times previously because I checked my statements online (PAYG).
I logged on to the website(http://www.lebara.co.uk/prepay/rates} to check the tariff and ..............whoa!!!! National calls 15p/min??.
I immediately sent an email to customer service suggesting an error in this page and querying the rate but they only replied that the page was correct without being specific about the rate and elsewhere on the websie I find 5p/min as being the standard national rate.
I am not paying 15p as Lycamobile is still only 5p/min so what is the correct rate?.
Morry........
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Poor Customer Service!

I am beginning to wonder how much change has come upon the customer care standards of this company. Been with Lebara 4 years now but recent experiences leaves much to be desired. Not only does my credit not tally with my call duration, some of the customer care advisors are not only unhelpful also very unempathetic! Imagine having to ring up about 2 to 3 times to see if you'd be lucky enough to speak to someone who would be willing to help. Its almost like playing the lottery with the hopes of being luck,its ridiculous.

Even the website does not provide sufficient information,what is the whole point of having an account if it means having to call up customer service for clarification of basic account information like call credit balance?
I think it only makes sense to consider switching to other providers, no point paying for a service which is not up to standards.
Lebara Mobile

Reply from Lebara Mobile

Hi Mo,

We pride ourselves in delivering outstanding service so it is really sad to read your review.

Since you are a long term customer of ours, I’m sure there must be a reason why you are giving us a chance to make things right and so we would love to grab it this opportunity!

I’d like to look into your usage and see if rates match your charges.

You can contact me in three ways:

https://www.facebook.com/LebaraMobile
https://twitter.com/lebaramobile
care@lebara.com – attn: Kamila

Regards,
Kamila

Lebara Mobile Details

Our purpose

We help our customers save money by ensuring very low cost international calls, as well as delivering great value national rates, so they can stay closer to their loved ones. We believe we make a positive difference to our customers and we encourage all of our teams to strive for this goal.

Awarded winning company

This year, Lebara was awarded the Mobile News Best MVNO award, judged on brand strength, success at filling a market niche, tariff and pricing initiatives, and value-added services

More than just low prices

We recognise that all our customers have both rational and emotional needs and we put these at the heart of everything. Our services are designed to be readily accessible to our customers, easy to use, and tailored to their needs.

Highest quality service

At Lebara we are focused on delivering our customers the highest quality service, and in doing so we are trying to help improve our global multi-cultural community.

About this company

Lebara Mobile offers you low cost international calls and UK calls with your mobile phone. Get a free sim from Lebara Mobile and call abroad at a low standard rate.

Visit Lebara UK

Kamila

Write to: care@lebara.com
Call us on: 0870 075 5588
We live here: 2nd Floor, 25 Copthall Avenue,
EC2R 7BP London
United Kingdom

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