“
00 pay as you go ,if i spent only £1 after that if check my balance already gone, this is happening many times i called customer service they gave me only reference number for the future but they never refund my money and they never solved out the problem they said only ''sorry to hear that''
the UK Government must investigate This private company of Lyca Mobile.
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- Michael
“
Basically, since Wednesday the 6th of March, I noticed that I wasn’t receiving any messages except from Lyca, I asked my friends to call me, the phone number was working but the messages weren’t coming through. I thought initially the problem was from Apple, so I contacted them, but when I was giving them the information to sort out the problem, I noticed the phone number registered on my phone settings was the original phone number from the SIM card. I thought that was strange and tried to contact Lyca chat online. Being a computer couldn’t help me so the next day I tried to call customer services, the phone would ring, and I would be waiting to speak to someone, and the call would be disconnected, this happened at least 4/5 times. I tried to contact them through X email and Instagram, and they would take hours to respond, and then when they would respond they wouldn’t help, they would just ask for extra information.
Then Thursday afternoon, I noticed all the sudden, that my phone number disappeared, and I didn’t have any network. I called EE as they are the carrier and they said they couldn’t do anything, to contact Lyca. So, I had to wait for Friday to call them as I didn’t have an active phone and had to ask somebody to lend me a phone. Due to this situation I had to cancel my work on Thursday.
On Friday I called the customer services, the first lady that picked up, was very rude kept telling them to just send an email because there wasn’t anything she could do. The second guy was much nicer and heard my situation and tried to gather information to send to technical support.
The weekend passed, and today I received the following message from Lyca saying:
"We are sorry to know you would like to reactivate your number.
Furthermore, to your email, we have checked with our logs and found that your ICCID has been expired due to no usage (no chargeable activity) on the number for more than 90 days and 30 days extra; altogether, we have given you 120 days to retain your number as per the Terms and Conditions, and the ICCID has been recycled"
First the company haven't gave me anything, because accordingly to the same policy you have to notify the client either by text or email about the inactivity and pendent deactivation of the SIM card.
Secondly, it says "We automatically deactivate SIM cards if you do not use them to make a call, send a text or top up for more than 180 days" under you site. So again, not 120 days but 180 days.
Thirdly, how could I access myLyca Mobile account and see my plan active and see data being used, and you guys don't see it.
Finally and more important you guys say you cancel the SIM card if we don't make calls or text or top-up. Sure, I didn't do top-ups, but I made calls and I have proof on my phone, I also have friends with proofs from their phones that i made calls, last February.
What annoys me the most is the audacity of this company, either by X, by instagram, by email, by phone to not take accountability for THEIR mistake! I don't know what happened with your system but that cost my phone number and now I have to buy a SIM wait for it to come and change everywhere, banks clients that are trying to contact me!
This is not okay, and until I have a refund for the three months that supposedly I didn't use my phone and a proper apology believe me, I will make a formal complaint through the proper channels!
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- Filipa
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They charged me twice. They confirmed the mistake... and never reimbursed me. I chased them for 3 months, provided all the requested receipts, bank statement, account number etc. I finally gave up and cancelled my plan with them: they wrote to me that they could not process the refund as I was no longer a customer with them! They still owe me money but I can sit on it. Thieves.
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- Frederique
