Lycamobile USA Inc.

[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]

Apologies for not responding sooner but staff was out for the holidays. One of our customer service technical specialists contacted the customer weeks ago and the issue with the family plan has been corrected and the disputed amounts have been refunded to the customer's credit card. We believe that...

this matter is now resolved.

Complaint: [redacted]
I am rejecting this response because: I have already forwarded documents to LycaMobile support on 31st July afternoon and still my outgoing calls are not restored.Also as stated in the response...

other plan of 19$ was placed on reserve so please activate this plan now and add additional days for which my service was suspended. I don't need to pay anything for this month considering paid for the 19$ plan two times while recharging. 
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]

my issue has been resolved. I thank you for taking time for my complaint.

Complaint: [redacted]
I am rejecting this response because:1) This is a typical response from Lycamobile which attempts to summarily dismiss the concerns rather than looking to address the issues.2) Pertinent information has already been provided to Lycamobile over the past many months and this is unfortunately a repeated standard response from them, that "Lycamobile is unaware of the problem/need to check their records" which I find it strange when I can access my call logs3) When this representative has been able to analyze my details on the plan, why can't they go a couple of steps further to assess my call history, patterns and map them to the services offered4) Once done, it's a straight forward deduction that I'm making eligible calls within the limit prescribed but still getting charged5) I'm repeating the crux of the issue in response to the rep's queries:  a) I'm very much aware of the call services being made to landline & mobiles. My calls to countries fall within the set, which permits free calling for the 1st ten unique numbers unto a certain credit limit.  b) My international calls have adhered to this '1st 10 unique numbers' & 'prescribed credit limit of free calls'6) I find it extremely irritating when I as a customer am able to understand this & arrive at the above analysis based on call charges applied, that Lycambile is persistently giving me the run-around without any resolution.7) This hardship is only serving to driving customers away from their service.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am a new customer buying this new plan for a new sim to be used on a new Phone. This is amounting to malpractice - you can check the pdf of the new receipt. To clarify I have 3 people working for me who each need a different phone and a different sim for making calls. This is the 2nd of the sim purchase (I have purchased 3 using my credit card but for 3 different people and 3 different email addresses). Lycamobile can do well to honor the promise they make on their website and not resort to these cheap practices of fleecing customers
Regards,
[redacted]

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).

MY NUMBER WAS JUST BLOCKED BECAUSE I USE MY PHONE FOR WORK AND THEY SAID I MAKE TOO MANY CALLS. WHEN I SIGNED UP FOR UNLIMITED PLAN! IM SO UPSET I HAVE NO PHONE AND I PAID FOR THIS SERVICE!

They charged from my bank account for renewal but did not renew the plan. So I am without any phone connection. I emailed them several times but they are still investigating and did not resolve this issue yet.

After months of frustrations for emails never responded to, telephone call hanged up, and chats that disconnect me, I finally decided to change provider and go with T-Mobile... LycaMobile are not providing me with my account number with them for me to transfer my number to T-Mobile... Currently my account with then has $10.02 credit but LycaMobile sign on the phone is exed out and I can't use their service not even to receive messages from them since the keep saying that account number can only be given by SMS... I kept repeating that their service on my phone is exed out... I asked for it to be emailed without success... Please help me obtain my LycaMobile account number... I spent hours trying to recvh them on the phone but afterr hours of waiting, if they answer, they hang up... Please help Revdex.com... Thank you

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

Complaint: [redacted]I am rejecting this response because:I did not destroy the product. According to the tracking record from fedex, it was left on the door step of a building with 100 apartments. How can it be possible that I can receive it? I called them many times. They never told me that it was destroyed. The only thing they told me ' I cannot provide an answer. There is no refund". If the current tracking record indicates 'the product is destroyed', then they must have done something with Fedex. As mentioned in the original complaint, they promised to deliver three times. Eventually, it was not even shipped. When I called, they said the same thing: ' I cannot provide an answer. There is no refund". Now, can they EXPLAIN why the sim card was not shipped even though they sweared to god? They made the last shipment after I complained to Revdex.com and called my credit card company to cancel the payment. They knew that I was a tourist, only staying for a month. They shipped it to me three days before I left. Obviously, it's a tactic for them to force me make the payment. That's why we told the fedex driver to return the sim card. I bought one from the store anyway.I'd like to seek the opinion of Revdex.com. A company is saying that 'we don't refund even for non-delivery'. Does it violate the law? I have the live-chat record. Maybe it's Fedex's mistake for the first failed delivery. I called on 1/9, the sim card was never shipped. I called twice (see the original compalaint), never shipped either. The company refused to ship the product until I cancelled the payment, what kind of company is it?best[redacted]Regards,[redacted]

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,

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.

Complaint: [redacted]
I am rejecting this response because:When I spoke to the third party company, I was advised that I would have to talk to Lyca Mobile to get a refund. Lyca Mobile instructed me to go to the retailer where I payed the bill and have them contact Lyca mobile and I will get a refund. Which I did and they proceeded to tell me something different. The third party company let me know they couldn't me a refund. I would have to contact Lyca. I was told by many different Lyca mobile representitives that I would have to take a  different step and when I tried nothing worked. So I'm not accepting the response because I was told by one person that I could get the refund then I was told I couldn't have it. They refuse to let me speak with a supervisor and gave no explanation why I was being denied a refund. I feel I was taking advantage. I want at the least to speak with a supervisor and/or a the no refund policy in writing and an apology for a very unprofessional staff that  gives false information.
Regards,
[redacted]

It was previously unclear that we had to respond again in order to get this complaint closed.  Our response again is that the customer did not purchase an unlimited plan but rather added funds to his account and used them as part of our pay-as-you-go a la carte calling service. Our suggestion is for the customer to purchase an unlimited plan to avoid such issues in the future.

Lycamobile charge me for the unsuccessful recharge and no refund.

We cannot properly investigate these new claims without the customer's mobile number.  Please provide this and we will then be in a position to respond substantively.

?
After checking Mr. [redacted]'s recharge history, I have found on discrepancy, In October of 2013 rather...

purchase the calling plan, he simply purchased a $30.00 pay-as-you—go recharge. Further while, Mr. [redacted]'s other history suggests that he typically buys our $29.00 plan, without knowing what countries, and what type of phones (landline or cellular) it is very difficult to ascertain what extra billing he has been subject too. Our plans include international calling, but place limits on of numbers you can call under the plan, as well as having different rates depending on whether the number dialed is a landline or cellular phone. Please provide more information for a more detailed analysis.