Lycamobile USA Inc.

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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.

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]

We regret that Ms. [redacted] experienced difficulties in communicating with our Customer Service Department. We have multiple call centers worldwide and thus, in our initial response, provided the direct dial number to our team here in the US who could have better assisted Ms. [redacted]. With regard to Ms. [redacted]’s request for a refund of her account balance, we must point to section 4.4 of our terms and conditions posted on our website. This section states “The credit balance in your Account may only be used for the Services. You are not entitled to receive any cash refund for any credit balance remaining in your Account at any time, including where you fail to use the Services and your SIM Card has been deactivated or where this Agreement has been terminated.” Thus, we are unable to refund any balance that remained after port-out