Lycamobile USA Inc.

Lycamobile has very poor customer service, it takes over minutes to reach an advisorThey are unequipped with the skills needed to serve customers, they are rude and their response time to resolve an issue can take anywhere from to hours, if not longer depending on the steps neededIn addition, the billing service is difficult and inefficient, as it sometimes blocks online payments, which can take days to resolve, leaving customers without mobile network service, unless a phone card is purchased at a store, costing customers extra for this hassleThe company even bills one or two days less than days of the plan, having customers forfeit these days of service

Again, we cannot issue a refund for purchases made from third parties. What we can potentially do is issue account credit where technical issues have prevented a customer from using their service. In this case, if the customer would like an account credit (for airtime) rather than a refund (funds returned to her via check), she may call our technical support and specifically request such. Our US technical support can be reached at *** 8am to 11pm EST, Mon-Fri

Complaint: ***
I am rejecting this response because:
good position only for company sideI did this promotion to make people choose your SIM cardsI was needed plan only for 3,months my visiting USA and bought itAfter months of using it I get mistake of your system to provide me additional monthI wrote and made a call to yout CS about it the same dateIt 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 monthI 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,
*** ***

[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 meI think the whole issue was due to not getting the tracking no from FedEx/Lyca otherwise it wasn't a complaint I am satisfied with the remedy from Lyca and thank them for taking the action and providing me the tracking no right away second time
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

Complaint: ***
I am rejecting this response because: it takes you more than month to provide me connection during 3rd monthI had bought the SIM card for months of my visiting USASo during waiting for your response I had to bought another sim and months of plan, I just lost my money because your style of businessI spent a lot of time calling you about my situation, got a lot of rude answers from customer serviceAnd you didn't provide me anything for ALL inconvenient a had from your side and mistake
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 [redacted], and find that this resolution is satisfactory to me.
I think the whole issue was due to not getting the tracking no from FedEx/Lyca  otherwise it wasn't a complaint  I am satisfied with the remedy from Lyca and thank them for taking the action and providing me the tracking no right away second time  
Regards,
[redacted]

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 purchase. If 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 retailer. If 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 [redacted] (8am to 11pm EST Mon-Fri) and reference this Revdex.com complaint.

In an effort to effectively respond to this complaint, we have conducted an internal investigation. We determined that when this customer made attempted to activate his SIM card, he used the instructions for porting-in a number rather than for generating a new assigned number. Upon identifying this...

issue, we shipped a new SIM card to the customer and assisted him with successfully activating it with new number and $29 plan.  We sincerely apologize for the inconvenience this customer may have experienced. If he has any questions or concerns regarding this matter, he may contact our US Customer Service Technical Support Center at [redacted] (8am to 11pm Mon-Fri EST). We trust that this provides a satisfactory response to this matter.

dear Revdex.com,Thank you for follow up my case. Actually 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 7 mins , 10mins or 20mins. Also, 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 deserved. Appreciated Revdex.com help. We 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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

We have sent the attached response letter to the consumer via email.

We have investigated this complaint and issued a resolution. As of October 6, 2015, a $19 refund has been provided to Mr. [redacted]'s charge card. We apologize for any inconvenience experienced by Mr. [redacted]. Should he have any questions or concerns regarding this matter, he may contact our US Customer...

Service Technical Support Center at ###-###-#### (8am to 11pm Mon-Fri EST).

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 $19 plan. We sincerely apologize for any inconvenience experienced. Our US Customer Service Technical Support Center can be contacted at [redacted] (8am to 11pm Mon-Fri EST) with any questions or concerns regarding this matter.

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

We have responded to Ms. [redacted] on September 25 advising her that, upon receipt of her complaint, we conducted an internal investigation and determined that we received her request to cancel auto-renewal on September 7, 2015. Accordingly, we deactivated the auto-renewal so that the further debit...

will not happen on expiry of her current plan (on 09/25/2015). If Ms. [redacted] has any further questions or concerns regarding this matter, she may contact our US Customer Service Technical Support Center at ###-###-#### (8am to 11pm Mon-Fri EST)

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, 2016. Further, we cannot issue a refund of the double charge since this was done by a retailer rather than directly by us. The customer will have to pursue the refund with the company to which they made the payments. We sincerely apologize for any inconvenience experienced. Our US Customer Service Technical Support Center can be contacted at ###-###-#### (8am to 11pm Mon-Fri EST) with any questions or concerns regarding this matter.

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

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

In April of 2015, we had responded to Ms. [redacted]’ original complaint filed with the FCC regarding the same disputed transaction. In this response, we referred her to our “no refunds” policy clearly stated on our website from which Ms. [redacted] placed her order. Further, while we attempted to assist...

with resolving this issue, we required additional information that she failed to provide even after a second request. Now that almost a year has elapsed, our system does not allow any refunds to be processed for this aged transaction. We sincerely apologize for the inconvenience that Ms. [redacted] experienced but we are confident that we have done all we could to equitably resolve this matter.

We are mailing a new SIM card to the US address provided by the customer. We apologize for the inconvenience and hope this resolves the matter.