Lycamobile USA Inc.

We have investigated this complaint and issued a resolutionAs of October 5, 2015, a $credit has been added to Ms***'s Lycamobile account, which has been reactivated for useWe apologize for any inconvenience experienced by Ms
***Should she have any questions or concerns regarding this matter, she may contact our US Customer Service Technical Support Center at ###-###-#### (8am to 11pm Mon-Fri EST)

I would like to inform you that my complaint against Lycamobile has been resolved and the claimed amount is refunded to my account

dear Revdex.com,
Thank you for follow up my caseActually We are very disappointed about lycamobile service, before we called their customer hotline many times to check , they hang up everytime ,no matter we waited mins , 10mins or 20minsAlso, they stopped the service created
inconvenient to me as I was using the mobile service, suddenly service got cancelled , my friends and my family unable to reach me until I get other mobile service They also wasted my times to calls If I know they're such as bad quality service earlier, I won't consider to use it.We accept the refund that is what we deservedAppreciated Revdex.com helpWe will ask our friends don't use lyca at all
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** ***

In an effort to effectively respond to your complaint, we have conducted an internal investigation and determined that the customer’s January 11, $purchase was for a “data add-on” (increasing the amount of 4G data available during
the customer’s plan)It appears that the retailer at which the customer made such purchase (appearing in our system as ***) did not add the $to the customer’s account balance for international calling, but misapplied it as a “data add-on”Alternatively, it could be that the retailer did not adequately explain to the customer what exactly the customer was purchasingEither way, this is an issue that the customer must raise with the independent retailer from which the customer made their purchaseWe sincerely apologize for the inconvenience the customer may have experiencedShould the customer have any questions or concerns regarding this matter, please have him contact our US Customer Service Technical Support Center at ###-###-#### (8am to 11pm Mon-Fri EST)We trust that this provides a satisfactory response to this matter

We did not realize that an additional response was required on our partWe reiterate our previous response - which was confirmed by the customer in his rebuttalThere is nothing further we can do at this point

The special offer on our website (plans for the price of 2) is clearly advertised as being limited to NEW customers only. By his own admission, this customer is NOT a new customer. Thus, while our website allowed the coupon to be used (as we have no way of knowing if a customer is
indeed a new customer until they attempt to activate the plan and provide their phone number), once our system recognized that this customer was NOT a new customer and thus ineligible for the coupon, we adjusted what the customer is being provided. The customer paid for plans and is being provided with plansThe third "free" plan was not credited to the customer's account because he was not eligible therefor

As a goodwill gesture, we have issued another refund - but this time on the consumer's credit card and in the amount of $10.87, which is half of the plan purchase priceWe feel that this is a fair resolution to this consumer's concerns

We have investigated this complaint and issued a resolutionAs of October 5, 2015, a $credit has been added to Ms***'s Lycamobile account, which has been reactivated for useWe apologize for any inconvenience experienced by Ms***Should she have any questions or concerns regarding
this matter, she may contact our US Customer Service Technical Support Center at ###-###-#### (8am to 11pm Mon-Fri EST)

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Again, we apologize for the inconvenience and the delay in resolutionWe appreciate the feedback and are constantly working to improve our customer service process

We have been in phone and email contact with this customer and have resolved all issues

We sent the attached response letter to the customer via email earlier today

In an effort to effectively respond to this complaint, we have conducted an internal investigation and determined that this number was successfully ported away from Lycamobile on February 14, Further, we cannot issue a refund of the double charge since this was done by a retailer rather than
directly by usThe customer will have to pursue the refund with the company to which they made the paymentsWe sincerely apologize for any inconvenience experiencedOur US Customer Service Technical Support Center can be contacted at ###-###-#### (8am to 11pm Mon-Fri EST) with any questions or concerns regarding this matter

In an effort to effectively respond to this complaint, we have conducted an internal investigation and determined that, due to an
internal system error, your initial plan was cancelled and you were only able to use your reserve bundles (2nd and 3rd plans)When you notified us of this error, we corrected the issue and credited your account with an additional $planWe sincerely apologize for any inconvenience experiencedOur US Customer Service Technical Support Center can be contacted at *** (8am to 11pm Mon-Fri EST) with any questions or concerns regarding this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:good position only for company sideI did this promotion to make people choose your SIM cards.I was needed plan only for 3,months my visiting USA and bought it.After months of using it I get mistake of your system to provide me additional month.I wrote and made a call to yout CS about it the same date.It took you month and a week to solve the problem during this period I had to bought another sim and paid for month, and latter for 2nd month.I didn't need your 3rd month after you provide it to me because I had to leave USA!!!diring month and week then I had no connection I called you every day and spent about an hour every time to get the status (very important hours for my month old baby by the way).and now you say that you did your best and situation is okWorst service in USA, no any respect to their customers and time of your customers!
Regards,
*** ***

The SIM kit purchased by this customer clearly disclosed that it included "Standard and Micro SIM Cards." If the customer's preferred device requires a nano SIM card, the customer should exchange this SIM kit for one with a nano SIM card at the retailer from which the customer made their
original purchaseIf for whatever reason this exchange option is unavailable (item out of stock, exchange is no longer available under retailer's policy, etc), then we would be happy to ship a nano SIM card to this customer and waive the standard shipping fee we charge for purchases through our website.
Note that we are unable to refund any money expended because it was paid to a third party retailerIf the customer wants a refund, they will have to return to the retailer and request one from them
If the customer would like us to ship out a nano SIM card, please have him contact our US Customer Service Technical Support Center at *** (8am to 11pm EST Mon-Fri) and reference this Revdex.com complaint

Please see the attached response letter sent to the customer via email today

In an effort to effectively respond to this complaint, we have conducted an internal investigationWe determined that when this customer called customer service, he failed to notify the representative that he had purchased a $plan and that is the reason why his PIN was not being activated
through our automated system. We have discontinued this plan - but since it is still being sold by retailers, when we are properly notified, we convert the plan purchased into our $plan without additional cost to the consumerIn this case, we are unable to provide a refund since the purchase was not made from us but from a third party retailer (to which he is free to return the SIM pack)But, we are happy to activate a $plan for this customer. Please have him contact our US tech support at ###-###-#### (8am to 11pm EST, Mon-Fri)We trust that this provides a satisfactory resolution to this matter