“I am writing to formally complain about the systematic failure of Lebara to provide the services I have paid for, the repeated provision of conflicting information, and the grossly unprofessional conduct of your support staff.
1. Chronology of Events
02/03/26: I purchased a 50GB exclusive plan (£3.18/month) via Uswitch
04/03/26: I could not transfer my existing number (07766 137835) to the new Sim received (07584 906163), nor was I set up on the purchased plan or able to make any calls.
05/03/26: I received confirmation that my number had been successfully moved to Lebara. Despite this, the service failed to work and my existing Number was not transferred.
05/03/26: I contacted support 3 times. I was initially advised that it would all be set up on my plan and my existing Number transferred in another 2-4 hours, contrary to the above confirmation email confirming all had been set up and my existing Number transferred . I waited 4 hours and this was not done as advised, I contacted Lebara again. Agent Moin abruptly hung up on me after failing to explain a "ticket" status. Agent Rulin subsequently promised service by midnight, which proved to be false then abruptly hung up on me.
06/03/26: I had no service on either the EE or Lebara SIM. Agent Zeeshaw informed me the wrong SIM had been sent, and another sim will be sent, yet claimed I could not move my existing number to the new SIM once it arrived, nor would Lebara honor my original plan which I received confirmation had already started several days ago . When I questioned this illogical stance, I was hung up on for the third time.
2. Mis-selling and Breach of Contract
During my call on 06/03/26, instead of rectifying the error caused by Lebara sending the incorrect hardware, I was put on a more expensive temporary plan. I was told I could no longer access the Uswitch cheaper deal I originally purchased. This is a clear case of mis-selling and a failure to honor a digital contract.
3. Impact and Vulnerability
I am currently caring for my parents, who are seriously unwell. My inability to make or receive urgent calls regarding their health during this time has caused significant and unnecessary distress. Lebara has failed in its duty of care to a customer in a vulnerable position. Furthermore, having three different agents (Rulin, Moin, and Zeeshaw) hang up on a customer seeking a resolution is a malicious violation of basic customer service standards.
(Order G0041102869)”
“If you have mental health problems , our disabilities that manifest themselves when you're on the phone , do not under any circumstances , go to labaraa also I Ve been told by staff.That it's not their problem if I have to repeat myself over and over and over again , because they can't be bothered to write it down , and I was told by another did it isn't their job to write it”
“Took out a SIM only deal 6 months ago, it worked for a month, then I wasn't able to recieve calls contacted Lebara and they fixed the issue, roll on 4 months I was able to recieve calls but unable to recieve text messages, complained to Lebara who have since cut me off completely. 2 weeks of trying to get them to sort the issue I sent an email to their CEO, who answered me and asked what my phone number is that has been effected, I gave them the number 2 days ago and they still refuse to answer me.”
“In end of December I got a 12 months plan with Lebara £15 after 2 months they increased it at £22. So they are a joke don't believe what they promote.
Disappointed if I added the signal very bad.”
“Absolutely rubbish customer support and rip off add on packages. I agree with other posts that this company is fine and seems good value until you need help and then it’s they are a total waste of time.
I bought a Data Roaming package for use in St. Lucia, Caribbean. It cost £16 and wouldn’t activate. I asked a guest at the hotel (who was an IT professional) for help and he confirmed that my iPhone was set up correctly. I also went into a FLOW shop (the local telecom co), and their expert also confirmed the iPhone settings as correct. I tried to contact Lebara and also raise a complaint but the “CARE” form just locks up if you write more than a sentence to describe the problem and took several attempts to upload. I did receive a complaints number but heard nothing since (in two weeks). When the Data Roaming package expired, Lebara sent a message to buy another! Absolute joke.”
“Arrived in the U.S.A Not managed to receive or make a call back to U.K. for 5days!! Still can't! Signed up for another 8days to see if that helped??? It didn't. I've lost business, even missed a hospital telephone call.....
Diabolical customer service.”
“Lebara's customer service is terrible when there is a problem. If everything goes well, all fine, but if there is a problem, and their staff cannot help, due to lack of training, then the issue gets left, managers promised call backs never happen! I have talked to Lebara before about this lack of resolving a problem, and lack of manager help, as we all value decent customer service, but this area is still very poor.”
“I just bought a lebara sim card and voucher 25£ and after 20 mins my all data runs away and l made a call to the customer service and it was the worst experience l had...They are a scam choose a different mobile provider...Unbelievable! NO REFUND PROVIDED AND TRIED TO MAKE BUY OTHER PLAN”
“What a bloody ghastly company Labara are, so anyone thinking about going to Labara, AVOID AVOID AVOID !!!!. Been with Labara a month and nothing but problems. I've spent around £90 for no or little internet service, telephone calls keep breaking up. Now want a PAC code and they now want more cash from me because it's a premium number. THESE ARE A SCAM COMPANY and if I have to pay more cash to get a PAC CODE, I will take legal action against these scammers”
“I’ve had nothing but problems with Lebara. I had issues transferring my eSIM to my new phone and their customer service team was unhelpful. In addition, I had problems with my promotional plan. Their customer services team said that they would call me back on three separate occasions to resolve it but no one did.
I honestly can’t recommend them.”
“I recently purchased a Data Roaming package for my Lebara SIM while travelling abroad, only to find it didn’t work at all. I was then told I needed a different, more expensive package, which I also bought, yet that failed as well. Despite contacting Lebara repeatedly, I have received no meaningful response. Even after reaching out on LinkedIn and being assured someone would follow up, nobody has. My messages are now being ignored entirely. I am genuinely appalled by this level of service — I have been left without support, without a refund, and with two unusable roaming packages.”
“The company is a joke. Stating on their adverts they have excellent customer service is laughable. Foreign call centres who have no idea what the are doing. Had an ongoing problem for two weeks with no resolution and when someone does call you back because they’ve received a bad review still from a foreign call centre so just goes round and round. AVIOD. Might have cheap sims but as soon as there’s a problem it never gets resolved”
“Lebara is a complete scam company. For months, they have been taking money from my bank account for a phone number I do not even know. I have contacted their customer service multiple times. Mr. Schabin personally promised to delete the number and stop the charges. He refunded once, but the problem continued immediately afterwards.
This clearly shows that Lebara neither keeps their promises nor has any control over their system. Their customer service is incompetent, unreliable, and completely disrespectful toward customers.
I feel scammed and cheated. Lebara is a fraudulent company in my eyes. I will never use Lebara again, and I strongly warn everyone — do NOT trust this company. Totally unprofessional, dishonest, and disappointing.”
“Deserved no star. What a change of the company after 6 years with them. No network for months to make and receive calls with change of sim card and then promise of refund but still could not make and receive calls. They even changed my phone's activity record. Please dont bother wiyh them now under the new owner”
“The customer service is next to useless. They respond with answers that don't really help or it takes forever to find an agent even during normal hours of the day. The internet is so slow and stops working zve' when the top up is paid”
“Absolutely Terrible – Never Again!
The worst customer service I have ever experienced. Completely incompetent and absolutely useless when it comes to solving problems. For months, irregular and overpriced charges have been taken from my bank account without any clear explanation or solution. Instead of helping, they respond with meaningless answers. No transparency, no accountability – absolutely unacceptable.
Stay far away from this provider!”
“Really not happy with lebara. They chucked me off my contract so they could up their prices and offered a far worse deal. With half the data allowance at a higher cost. Corporate greed. They will just go down the same road as the other network providers that have gone down the pan and lost their loyal customers.”
