Lycamobile USA Inc.

In an effort to effectively respond to your complaint, we have conducted an internal investigation and determined that Ms. [redacted] purchased her last plan recharge at a retailer. Since Ms. [redacted] did not make her purchase directly from us, we are unable to issue any refund. Further, since we do not...

directly supply the retailer from which Ms. [redacted] make her purchase (but rather through a third party distribution channel), we are unable to issue any refund to the retailer either. We have no control over retailers with which we do not have any direct relationship and thus it is at their discretion as to whether they wish to issue refunds and under what circumstances. We sincerely apologize for the inconvenience experienced by Ms. [redacted]. If she has any questions or concerns regarding this matter, she may contact our US Customer Service Technical Support Center at [redacted] (8am to 11pm Mon-Fri EST). We trust that this letter provides a satisfactory response to this matter.

We regret that Ms. [redacted] was unable to connect with customer service to inquire as to the process to update credit card information. At times of high call volume, it is unfortunately not unusual for inadvertent disconnection due to technical congestion. We are working on this issue and hope to be...

able to provide a better customer calling experience in the near future. With regard to this customer’s specific concern, the only way to change credit card details (whether to switch to new card or to update expiration date) would be to purchase a new plan with the new credit card information and select auto recharge again. Commencement of the new plan would of course be tolled until expiration of the current plan. 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).

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).

[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]

[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 an effort to effectively respond to this complaint, we have conducted an internal investigation. We determined that, as per the tracking information provided by FedEx, the original SIM card ordered on May 3, 2016 was shipped on May 4, 2016 and delivered to the selected address on May 5, 2016, 2...

days after the order was placed. It appears that a hotel employee named M. [redacted] signed for the delivery but the package did not make its way to the intended recipient. Though this was not due to any fault by Lycamobile, we contact the customer and obtained a new shipping address and today we sent out a new SIM card. 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.

We regret that Ms. [redacted] was unable to connect with customer service to inquire as to the process to update credit card information. At times of high call volume, it is unfortunately not unusual for inadvertent disconnection due to technical...

congestion. We are working on this issue and hope to be able to provide a better customer calling experience in the near future. With regard to this customer’s specific concern, the only way to change credit card details (whether to switch to new card or to update expiration date) would be to purchase a new plan with the new credit card information and select auto recharge again. Commencement of the new plan would of course be tolled until expiration of the current plan. 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).

Our records reflect that Ms. [redacted] was advised via email responses in September from our Complaints Dep’t that she had failed to select the auto-renewal option when purchasing her reserved bundle and hence the available main account balance of $50 was consumed as pay-as-you-go service in the...

absence of an unlimited plan in place after expiration of the reserved bundle. We have explained in detail to Ms. [redacted] that Lycamobile is not at fault since she had failed to properly set up auto-renewal and thus no refund is applicable. 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).

I was not in the country on Sep. 7th and I didn't call them on that day as they stated.  Also I didn't receive any communication from them  on Sep. 25th.  I came back from my vacation on Sep. 8th.  When I tried to reactivate on Sep. 9th, it didn't work and I called them on that day and the struggle started since then.  When I talked to Ms.Roselyn on the 9th of September, she went thru she told me the auto-renewal was cancelled on Aug. 7th.  But in fact, I cancelled the auto-renewal on June 17th or 18th before I went on vacation.  I asked them if they could see on their end when was the auto-renewal got cancelled, she said, "they don't have a way to see it, only the back end technicians would be able to see".Whenever I call, their answer is inconsistent. Each customer service person gives different answers.  I waited so long, but since they haven't resolved the issue, I was not able to make calls and all my contacts have this number as my contact number, I moved to a different carrier on October 4th.  I still have around 48 dollars on my account with Lycamobile.  They have to refund that.  One said, they don't have refund policy and another one said, they would refund, yet another one said, the phone number is not blocked.
So it would be great if you could get the 48 dollars back.Thank you so much for all your efforts and help!
Regards,
[redacted]

The customer's account has been unblocked and service is restored. A $19 plan has been added to the customer's account. If the customer requires additional technical support, it is requested that he 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. We determined that, as per the tracking information provided by FedEx, the original SIM card ordered on May 3, 2016 was shipped on May 4, 2016 and delivered to the...

selected address on May 5, 2016, 2 days after the order was placed. It appears that a hotel employee named M. *** signed for the delivery but the package did not make its way to the intended recipient. Though this was not due to any fault by Lycamobile, we contact the customer and obtained a new shipping address and today we sent out a new SIM card. 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 *** (8am to 11pm Mon-Fri EST). We trust that this provides a satisfactory response to this matter.

I was not in the country on Sep. 7th and I didn't call them on that day as they stated.  Also I didn't receive any communication from them  on Sep. 25th.  I came back from my vacation on Sep. 8th.  When I tried to reactivate on Sep. 9th, it didn't work and I called them on that day and the struggle started since then.  When I talked to Ms.Roselyn on the 9th of September, she went thru she told me the auto-renewal was cancelled on Aug. 7th.  But in fact, I cancelled the auto-renewal on June 17th or 18th before I went on vacation.  I asked them if they could see on their end when was the auto-renewal got cancelled, she said, "they don't have a way to see it, only the back end technicians would be able to see".Whenever I call, their answer is inconsistent. Each customer service person gives different answers.  I waited so long, but since they haven't resolved the issue, I was not able to make calls and all my contacts have this number as my contact number, I moved to a different carrier on October 4th.  I still have around 48 dollars on my account with Lycamobile.  They have to refund that.  One said, they don't have refund policy and another one said, they would refund, yet another one said, the phone number is not blocked.So it would be great if you could get the 48 dollars back.Thank you so much for all your efforts and help!
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)

My father went to a gas station to pick up a lycamobile sim card to replace one that he lost when he was out of the country. The sim that the employee told him to get was not the correct size for his phone (He got a standard/micro when he needed a nano) while I went back to the store to exchange it, they said they would not take it back since the back was already scratched off and showing the voucher code and told me to contact lycamobile to get the correct sim. Now he had paid $35.00 for a 29$ plan and they sell these sims on the website for free with purchase of plan. He has already spent extra $6 at that gas station for something he cannot use at all. I called lycamobile FOUR(4) times. Yes FOUR times I was on the phone was various representatives and of those 4, THREE hung up on me after they made me wait 20-35 mins on the phone to speak to them, explain my predicament and have them tell me I need to pay $7shipping fee to ship a nano sim to my fathers home. So total they want me to pay $42 to have the correct sim for a $29 plan......sounds ridiculous correct? Yes it was. Not only that but the almost every single person I spoke to was EXTREMELY rude and condesending when talking to them about this. I wanted them to make sense why I would spend another $7 on a sim when I had already purchased $35 bundle. My father has been with this company for YEARS and has referred this company to multiple people who have joined as well and he has had no major complaints because he is a nice man. I am angry for him because this company is clearly taking advantage of Elders who don't know much about technology and just trying to get more money out of him. He joined lycamobile in the first place because it was cheap! why would he pay $42 for a $29PLAN that already comes with free sim? Why can they not send one of their best customers a replacement sim for something he obviously overpaid for??

Business Response to a Complaint
cellpadding="0">

Complaint ID#:


[redacted]


Company Name:


Lycamobile USA Inc.


Company Contact:


[redacted]


Company Phone:


[redacted]


Company Email:


[redacted]


Person Who Sent the Complaint:


[redacted]


Staff Member:


[redacted]


Response:
After receiving the complaint from the Revdex.com, I investigated and discovered that the claimed undelivered shipment was sent via FedEx (tracking no: [redacted]). It was destroyed at the customer's request, when I asked FedEx what that meant, they instructed me that the customer instructed them to destroy the package rather than attempt another delivery. I then asked our customer service to send a new SIM card to the complainant. (Tracking No. [redacted].) This was returned with the notation "Receiver did not want, refused delivery" Several attempts were made to deliver the ordered product, at least twice delivery was not made because of the complainant's refusal to accept the delivery. Since our product was lost in the process, no further refunds will be entertained.
Sent on: 2/11/2014 5:15:43 PM

We have 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 an effort to effectively respond to this customer’s complaint, we have conducted an internal investigation and determined that the customer first purchased a SIM card with a $29 plan on February...

7, 2016, which he activated on February 11, 2016.  On March 7, 2016, the customer then purchased on our website a second SIM card and 3 $29 plans for the price of 2. Despite clear disclosure that this promotion (3 for 2) was only available for new customers, he proceeded with his purchase.  On March 9, 2016, the customer swapped his first Lycamobile SIM card with the second one. But, when he tried to activate the new PIN, our system recognized his phone number and that he was not a “new” customer – and thus he could not activate this PIN.  When the customer called customer service, he failed to advise them that he tried to use a PIN that was meant for new customers only. We have now blocked that PIN and activated a $29 plan on the customer’s account (#1 of 3). We have added a reserve plan, which was paid for by the customer (#2 of 3). Though not entitled to the promotional free plan, we nevertheless added a second reserve plan (#3 of 3) to the customer’s account as a gesture of goodwill.  We sincerely apologize for the inconvenience this customer may have experienced.  Should he have 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.

In an effort to effectively respond to this customer’s complaint, we have conducted an internal investigation and determined that the customer first purchased a SIM card with a $29 plan on February 7, 2016, which he activated on February 11, 2016.  On March 7, 2016, the customer then...

purchased on our website a second SIM card and 3 $29 plans for the price of 2. Despite clear disclosure that this promotion (3 for 2) was only available for new customers, he proceeded with his purchase.  On March 9, 2016, the customer swapped his first Lycamobile SIM card with the second one. But, when he tried to activate the new PIN, our system recognized his phone number and that he was not a “new” customer – and thus he could not activate this PIN.  When the customer called customer service, he failed to advise them that he tried to use a PIN that was meant for new customers only. We have now blocked that PIN and activated a $29 plan on the customer’s account (#1 of 3). We have added a reserve plan, which was paid for by the customer (#2 of 3). Though not entitled to the promotional free plan, we nevertheless added a second reserve plan (#3 of 3) to the customer’s account as a gesture of goodwill.  We sincerely apologize for the inconvenience this customer may have experienced.  Should he have 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.

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.