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
MY NUMBER WAS JUST BLOCKED BECAUSE I USE MY PHONE FOR WORK AND THEY SAID I MAKE TOO MANY CALLSWHEN I SIGNED UP FOR UNLIMITED PLAN! IM SO UPSET I HAVE NO PHONE AND I PAID FOR THIS SERVICE!
In April of 2015, we had responded to Ms [redacted] ’ original complaint filed with the FCC regarding the same disputed transactionIn this response, we referred her to our “no refunds” policy clearly stated on our website from which Ms [redacted] placed her orderFurther, while we attempted to assist with resolving this issue, we required additional information that she failed to provide even after a second requestNow that almost a year has elapsed, our system does not allow any refunds to be processed for this aged transactionWe 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
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 suspendedI don't need to pay anything for this month considering paid for the 19$ plan two times while recharging Regards, [redacted] ***
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 retailerSince Ms [redacted] did not make her purchase directly from us, we are unable to issue any refundFurther, 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 eitherWe 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 circumstancesWe 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
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-MobileLycaMobile are not providing me with my account number with them for me to transfer my number to T-MobileCurrently my account with then has $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 SMSI kept repeating that their service on my phone is exed outI asked for it to be emailed without successPlease help me obtain my LycaMobile account numberI spent hours trying to recvh them on the phone but afterr hours of waiting, if they answer, they hang upPlease help Revdex.comThank you
We have investigated this complaint and issued a resolutionAs of October 6, 2015, a $refund has been provided to Mr [redacted] 's charge cardWe 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)
We regret that Ms [redacted] was unable to connect with customer service to inquire as to the process to update credit card informationAt times of high call volume, it is unfortunately not unusual for inadvertent disconnection due to technical congestionWe are working on this issue and hope to be able to provide a better customer calling experience in the near futureWith 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 againCommencement of the new plan would of course be tolled until expiration of the current planIf 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)
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 deliveryI 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 deliverySince our product was lost in the process, no further refunds will be entertained Sent on: 2/11/5:15:PM
[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] **
? After checking Mr***'s recharge history, I have found on discrepancy, In October of rather purchase the calling plan, he simply purchased a $pay-as-you—go rechargeFurther while, Mr***'s other history suggests that he typically buys our $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 tooOur 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 phonePlease provide more information for a more detailed analysis
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-ya la carte calling serviceOur suggestion is for the customer to purchase an unlimited plan to avoid such issues in the future
We regret that Ms [redacted] experienced difficulties in communicating with our Customer Service DepartmentWe 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 of our terms and conditions posted on our websiteThis section states “The credit balance in your Account may only be used for the ServicesYou 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
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 PhoneThis is amounting to malpractice - you can check the pdf of the new receipt To clarify I have people working for me who each need a different phone and a different sim for making callsThis is the 2nd of the sim purchase (I have purchased using my credit card but for different people and 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]
The customer's account has been unblocked and service is restoredA $plan has been added to the customer's accountIf 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)
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 $was consumed as pay-as-yservice in the absence of an unlimited plan in place after expiration of the reserved bundleWe have explained in detail to Ms [redacted] that Lycamobile is not at fault since she had failed to properly set up auto-renewal and thus no refund is applicableIf Ms [redacted] has any further questions or concerns regarding this matter, she may contact our US Customer Service Technical Support Center at ###-###-#### (8am to 11pm Mon-Fri EST)
We have sent the attached response letter to the consumer via email
We cannot properly investigate these new claims without the customer's mobile number Please provide this and we will then be in a position to respond substantively
MY NUMBER WAS JUST BLOCKED BECAUSE I USE MY PHONE FOR WORK AND THEY SAID I MAKE TOO MANY CALLSWHEN I SIGNED UP FOR UNLIMITED PLAN! IM SO UPSET I HAVE NO PHONE AND I PAID FOR THIS SERVICE!
In April of 2015, we had responded to Ms [redacted] ’ original complaint filed with the FCC regarding the same disputed transactionIn this response, we referred her to our “no refunds” policy clearly stated on our website from which Ms [redacted] placed her orderFurther, while we attempted to assist with resolving this issue, we required additional information that she failed to provide even after a second requestNow that almost a year has elapsed, our system does not allow any refunds to be processed for this aged transactionWe sincerely apologize for the inconvenience that Ms [redacted] experienced but we are confident that we have done all we could to equitably resolve this matter
Complaint: [redacted] I am rejecting this response because: I have already forwarded documents to LycaMobile support on 31st July afternoon and still my outgoing calls are not restored.Also as stated in the response other plan of 19$ was placed on reserve so please activate this plan now and add additional days for which my service was suspendedI don't need to pay anything for this month considering paid for the 19$ plan two times while recharging Regards, [redacted] ***
We have sent the attached letter response to the customer via email today
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 retailerSince Ms [redacted] did not make her purchase directly from us, we are unable to issue any refundFurther, 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 eitherWe 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 circumstancesWe 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
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-MobileLycaMobile are not providing me with my account number with them for me to transfer my number to T-MobileCurrently my account with then has $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 SMSI kept repeating that their service on my phone is exed outI asked for it to be emailed without successPlease help me obtain my LycaMobile account numberI spent hours trying to recvh them on the phone but afterr hours of waiting, if they answer, they hang upPlease help Revdex.comThank you
We have investigated this complaint and issued a resolutionAs of October 6, 2015, a $refund has been provided to Mr [redacted] 's charge cardWe 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)
We regret that Ms [redacted] was unable to connect with customer service to inquire as to the process to update credit card informationAt times of high call volume, it is unfortunately not unusual for inadvertent disconnection due to technical congestionWe are working on this issue and hope to be able to provide a better customer calling experience in the near futureWith 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 againCommencement of the new plan would of course be tolled until expiration of the current planIf 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)
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 deliveryI 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 deliverySince our product was lost in the process, no further refunds will be entertained Sent on: 2/11/5:15:PM
[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 are mailing a new SIM card to the US address provided by the customerWe apologize for the inconvenience and hope this resolves the matter
my issue has been resolvedi thank you for taking time for my complaint
? After checking Mr***'s recharge history, I have found on discrepancy, In October of rather purchase the calling plan, he simply purchased a $pay-as-you—go rechargeFurther while, Mr***'s other history suggests that he typically buys our $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 tooOur 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 phonePlease provide more information for a more detailed analysis
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-ya la carte calling serviceOur suggestion is for the customer to purchase an unlimited plan to avoid such issues in the future
We regret that Ms [redacted] experienced difficulties in communicating with our Customer Service DepartmentWe 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 of our terms and conditions posted on our websiteThis section states “The credit balance in your Account may only be used for the ServicesYou 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
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 PhoneThis is amounting to malpractice - you can check the pdf of the new receipt To clarify I have people working for me who each need a different phone and a different sim for making callsThis is the 2nd of the sim purchase (I have purchased using my credit card but for different people and 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]
The customer's account has been unblocked and service is restoredA $plan has been added to the customer's accountIf 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)
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 $was consumed as pay-as-yservice in the absence of an unlimited plan in place after expiration of the reserved bundleWe 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 applicableIf 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)