I recharged my Lebara service on 1st of the month, unlimited national plan (for $29.90), use the phone for personal use only.
On the 16th I realised Lebara has barred my services. They said it was due to breaching their fair use policy (http://www.lebara.com.au/fair_use_policy) and after about 3 days, advised will not reactivate my services at all. Was left with no option but to port out.
Lebara till date have not confirmed which condition have I breached, I have used this for personal calls only. My usage - 270 calls (80% of calls were for under a min) in 16 days and they then barred !! Could not even call customer service from my phone!
Have contacted TIO and complaint filed. TIO asked them to contact me by a deadline however Lebara is only quoting this policy without telling me what was the problem.
This is a scam and they are blatantly cheating, their unlimited policy is not unlimited. The moment they feel convenient they will block access to services without notification/warning/explanation.
Anyone else who faced the same? I am planning to go further against them.
The TIO will compel Lebara to provide a reason as to why they have discontinued the provision of their services to you. Nonetheless, do keep in mind that Lebara is entitled to claim that they do not wish to retain you as a customer due to "operational or commercial reasons" and, as must as that seems to be a cop out, that Lebara is not under any obligation to keep you as a customer and may terminate the provision of services at any time.
If, however, Lebara does choose this path, and it is proven that you have not violated any of their terms of service, Lebara would be obliged by the TIO to refund the portion of your $29.90 payment that remained unused. This would be your only entitlement in this case.
On the other hand, if it is found that your are at fault then Lebara would not be liable to you in any way.