“Lebara blocked my phone calls even though I still had more than €25 balance on my account and my monthly plan only costs €7.
Internet and SMS still worked, but I suddenly couldn’t make normal calls anymore, even though my plan includes unlimited national calls. When I contacted customer service through WhatsApp, the AI bot couldn’t understand the issue at all, even after I sent screenshots.
After finally reaching a human agent, the system asked which language I preferred (I selected English), but the agent still replied only in Spanish. If English support isn’t actually available, it shouldn’t be offered as an option.
The explanation I eventually received was that with pay-as-you-go you must top up every 90 days. However, my calls stopped working before those 90 days had even passed. When I asked why the service was restricted earlier than that, I didn’t get a clear answer.
What made this even more frustrating was the attitude in the conversation. Instead of addressing the fact that the service I paid for had stopped working, the problem was repeatedly pushed back on me as if I had done something wrong. Compensation wasn’t even considered, and the main response I received was warnings that I could lose my number if I didn’t top up.
So in practice: services stop working even though there is still money on the account and even though the 90-day limit has not yet been reached, and the only response is to top up again or risk losing your number.”
“They won’t give you your money back even if you can’t access your calls, texts, and data and still make you pay the following months bill even if you pay for month to month”
“The price is great, and the main reason why I switched to them, especially with the discount on the first three months. But, despite all the graphs showing full coverage in my area, I usually only get 3G. Which frankly is less than useless. Even if I’m lucky enough to get 4G the signal drops or is really slow. So sadly, I couldn’t recommend them.”
