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1.2 52 Reviews

Lebara Complaints Summary

3 Resolved
49 Unresolved
Our verdict: If considering services from Lebara with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Lebara reviews & complaints 52

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9:02 am EDT

Lebara Useless box

I bought Lebara Play 2 weeks ago. The box is just crap, nothing works, it gets stuck again & again. Made a complaint to Lebara about it and they are saying my Internet speed is an issue. For gods sake, give me some other reason as I am on BT Infinity high speed broadband. I should have checked Lebara Play Reviews before buying it. Useless box.

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sc3675
, CA
Feb 12, 2018 9:25 pm EST
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Do not buy this, I have used it for two years. Recently I notice that the service is bad. However they just keep debiting my account by way of auto renewals. I don't want to continue with this service. My emails have not been answered, local Lebara office in Toronto, when contacted by phone says that they cannot do anything about.
My MAC ID: FCD5d90252A9
Hello, it's great that you've joined us to enjoy all your favourite entertainment and much more.

Your subscription details are:

Subscription: LEBARAPLAY
*Renewal date: 21/01/2019
Total price: CAD79.0

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Bjbjhj
, US
May 17, 2017 4:27 pm EDT
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Lebara play had a couple english channels a few days ago now they are gone
Shouldve never bought this

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Labuku Das
, GB
Feb 22, 2017 3:14 pm EST
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They are in the business since they are not attached to any Ombudsman. Lebara Mobile data is a big rip off, their Play TV STB is a ####box and their customer service is like dealing with half brained nitwits. Now they have started a Lebara Money Transfer service to rip off people financially.

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lebaracplt
, US
Feb 20, 2017 11:05 pm EST
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Totally agree with their worst customer service. Don't understand why they are in this business when they have no basic customer service skills.

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Labuku Das
, GB
Nov 18, 2016 1:57 pm EST
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Complain to the Telecommunications Ombudsman. They need to be banned from operating a con media service. Get your act together and file a case with the Ombudsman.

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Shashidhar Kommalapati
, US
Nov 14, 2016 5:57 pm EST

I bought Lebara play Indian (Telugu) package yearly subscription on July 2016. After one month they have cancelled telugu package and they said amount will be refund with in a month. But the amount still not refunded. I have called multiple times to customer care people but every time they said wait another 28 days. Now I don't know how to get my money back. Don't but this box.

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Lebara Play Customer
, GB
Oct 16, 2016 6:29 am EDT
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Absolute con - avoid lebara play like the plague.

They are liars and con you and find fault with you. The set up box is useless. Does not work and replacement never comes contrary to what they promise. Cheats, useless customer service. Don't waste your money on this useless box and liars. Each time they come with new excuses to blame you. They never resolve the problem with the set up box nor do they replace it. Avoid avoid avoid. Scamsters ... You have been warned!

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Rohitpatel1231
, US
Nov 02, 2015 2:45 am EST

yes its true...

ComplaintsBoard
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2:52 pm EDT

Lebara Cheated in 3g recharge

I am really frustrated for not being greatful to customers. I like lebara very much since I used this service for couple od months and the offers were good. But I really had a worst experience with lebara Spain. I bought a sim card for only internet purpose as I was using other one for call. Shop executive recharged 2gb 3g pack for 14 euro and its my mistake that I didn't check the balance during that time. I was using for 15 mins and it got stopped automatically.when I went back to the same shop(metro station, vodafone sol, madrid, spainl)where I bought, they denied and recharged for me 1 gb data and not for 2 gb.I spoke to the customer care and they said something which I could not understand and disconnected the call. I asked for a compllaint form and they had given.I wrote the complaint and further to that they wrote something in Spanish whcih I could not understand. I tirred to use translation but they denied to show me that. Since I could not do anything there, I returned back without helpless. No justice!

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10:14 am EDT
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Lebara Data Usage Overcharging

Lebara is overcharging massively for data usage, albeit in minute amounts at a time.

They advertise first 1MB per day free, and £0.19 per MB thereafter. That would suit me perfectly, I thought, for a GPS tracker, as it only uses about 12-15 MB per month (from previous experience on O2).

Well, I was wrong: not only Lebara ignores their "free" 1MB per day, and starts charging right away, they also cheat massively both on the amount of data they list as used, and the amount of money they charge for it:

Every single connection is listed as 0.07MB and is charged at £0.05

Now, I know from the server log that each connection is about 3.5KB tops, so it can't be 70KB (I'm using 1000KB=1MB for the sake of simplicity here).

Even at 70KB, it can't be worth 5p, if the advertised tariff is 19p per MB!

So, a three-fold cheating structure, well done Lebara!

Trying to get any sense from their customer services / support is futile - they just keep repeating the same "you're charged for the amount of data you've used sir" and evidently unable or unwilling to understand the problem, nor do the simple maths it seems.

I have half a dozen chat transcripts (latest - ref: 236826); data logs and records.

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Update by David123456789
Oct 29, 2015 1:14 am EDT

I wouldn't exactly call it progress - complained a number of times, eventually got all the money refunded, without them admitting any liability, and promising some mysterious top manager will telephone me (no one ever called, not once), then ditched Lebara and got an O2 PAYG card - for £3 a month I get all the data I need for the tracker and no unexpected charges - brilliant.

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Kat0123
, US
Oct 28, 2015 7:28 pm EDT

Hi David,
I'm having the same issue. I set-up an auto top-up thinking I wouldn't use much aside from gps-ing here and there, however I went back into my account after seeing some fishy business and realized it was topping-up sometimes over 4 times a day. That's absurd! Were you able to make any progress with this?

ComplaintsBoard
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6:53 am EDT

Lebara Data Usage Overcharging

Lebara is overcharging massively for data usage, albeit in minute amounts at a time.

They advertise first 1MB per day free, and £0.19 per MB thereafter. That would suit me perfectly, I thought, for a GPS tracker, as it only uses about 12-15 MB per month (from previous experience on O2).

Well, I was wrong: not only Lebara ignores their "free" 1MB per day, and starts charging right away, they also cheat massively both on the amount of data they list as used, and the amount of money they charge for it:

Every single connection is listed as 0.07MB and is charged at £0.05

Now, I know from the server log that each connection is about 3.5KB tops, so it can't be 70KB (I'm using 1000KB=1MB for the sake of simplicity here).

Even at 70KB, it can't be worth 5p, if the advertised tariff is 19p per MB!

So, a three-fold cheating structure, well done Lebara!

Trying to get any sense from their customer services / support is futile - they just keep repeating the same "you're charged for the amount of data you've used sir" and evidently unable or unwilling to understand the problem, nor do the simple maths it seems.

I have half a dozen chats transcripts (latest - ref: 236826); data logs and records.

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12:37 pm EDT
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Lebara Top up

I've bought a Lebara Sim Card when I got To England, on tuesday night, and paid 10 pounds for 2GB. On saturday night it stoped working (it worked for just 4 days). So, I topped up 20 pounds last sunday night and asked por 5GB. But this time, I only used Internet for 3 hours and didn't download ou transfer anything, but it stopped working again this morning (lasting just 1 day and a half, when I used for only 3 hours).

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Reviewer57192
,
Oct 10, 2015 11:27 am EDT

i did download lebara app in my mobile but when i was making account in lebara app they were asking me about 6 digit code. i was submitting that code but every time that was saying again again, know it says you attempted too many times you can sign in so, how can i do that again.

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7:46 am EDT

Lebara Auto Top Up not able to switch off

I tried switching off my auto topup facility as I got fed up of them. to my surprise when I try online it always give me error. So I contacted their chat customer care and they asked me to use internet explorer in place of chrome. I used internet explorer and it still not worked. i tried all possible option i have like chrome, ie, safari, etc none work then they said they will escalate this to their IT department. its been more than month and yet it has not been sorted. in between this month i contacted their customer care for almost 5-6 time and every time they says its been escalated to IT and will update me in 2 days that two become almost 2 month and no resolution. not sure what to do now..

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11:42 am EDT
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Lebara Internet not working

Hello

I recharged my mobile with the 1GB data pack of the Lebara Mobile worth EUR 12, 99. I tried to connect the Internet by following instructions given on their website on my iPhone 4 but it couldn't connect. I talked to their customer service and they tell me that they're having problems with their internet. Now, I have my plan started from 15th May and on weekend I can't use it as they will 'most likely' resolve the issue on Monday (19th)! So, my 4 days of internet pack are wasted. The pack is of 30 days. I was relying on my Google maps for the weekend.

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hidey
london, GB
Jun 06, 2013 6:08 am EDT

I sent this to lebara
Hi,
Can I have my refund if you can not change my credit which I bought to unlimited as
you changed system to make customers got ripped off, how can a customer services department can not do anything to help, Lyca mobile is better as they let u do the unlimited process with voucher bought in the shops online. Not everyone like to put their card info online. poor service.

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4:50 am EST
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Lebara Tariff Increased 150% in Dec 2013

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

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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1:57 pm EDT
Resolved
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Lebara Overcharge

If anyone using Lebara All in Once SIM ::: Lebara All in Oce tariff... up until 26th March 2013 international call charges including sri lanka... was 3.3p per minute, but they have secretly changed the tariff in to 7p per minute.. (more than 50%) Not Many People Aware of this Ripoff... call the customer services (ask for supervisor/manager) and ask them to refund the differences... when i call the customer services even the CSA did not know the change.. had a heated conversation and demanded him to put me know his supervisor so he after 20 minutes of hold.. supervisor defended the price change and I ask him if you are a customer how you will feel and what you would do in this situation... so he appreciated my anger and agree to refund the over charged amount... I told him whether you give me the refund or not I will not you Lebara or reccomand to any one else... he said he doesnt really care what I am going to do... I thought this people should come under organised crime gangs...!
''LeRipoff All in One'' really cheap price no no rather really cheap company...!

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7:12 pm EDT
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Lebara cheating of customer

I recharged my Mobile No [protected] with 20 Euro with their FLATL option. I dialed *141# to check the balance i got a message Flat L active and you cannot check the balance, I tried several time and got the same message. As per FlatL they were supposed to give 1000 min free to India call . and suddenly they delepted my balance of my 20 EUr saying that you did not recharge for flatL and only 20 euro were used by you. I spoke to customer care and they admitted that there was a problem with network and they have corrected it. I requsted to credit 20 Euro since it was their problem. But repeatedly they failed to credit the 20 Euro asking the reason they have accepted this problem even in email but different customer care keep on passing time and torturing me enough effort has been wasted on this. I kindy request you to go through the email trail and give me justice.

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hariarah
, DE
May 24, 2013 9:51 am EDT

Please help to undestand how to raise a complaint against Lebara in Germany. I have the emails from customer care accepting thier problem, but not resolving the issue

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lebara@sucks
Reading, GB
Apr 15, 2013 1:44 pm EDT

Lebara Big time Cheats...!

Hi guys If anyone using Lebara All in Once SIM ::: Lebara All in Oce tariff... up until 26th March 2013 international call charges including sri lanka... was 3.3p per minute, but they have secretly changed the tariff in to 7p per minute.. (more than 50%) Not Many People Aware of this Ripoff... call the customer services (ask for supervisor/manager) and ask them to refund the differences... good luck..! ''LeRipoff All in One''

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11:21 am EDT
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Lebara messages sent cannot be received by the person im texting

both lyka mobile & lebara are not doing their jobs. the messages ive sent internationally didnt reach their point of destination. im wasting my money away on these fraudsters. plus, their promo rates on international charges are nothing but pure deception. me & my mates have decided to get rid of our sim cards & switch to another service. & we're going to tell the people that we know to stop patronizing lebara & lyka mobile.

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Pooja_36
Londo, GB
Nov 01, 2011 2:03 pm EDT

Hi there,
I am sorry about your experience with Lebara Mobile. Please could you e-mail me your number and the name of the country you sent the SMS to? I will look into this as a matter of urgency and get back to you as soon as possible. Thanks

Contact details:
E-mail – pooja.moolchandani@lebara.com
Pooja
(Lebara Customer Service)

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9:39 am EDT
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

Lebara - Not in service

I m facing difficulty to call out to any phone even customer service of lebara (5588) this morning. This situation seems like nomi-mobile which bankrupt at beginning this year. Does any one know what happen to lebara mobile?

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