After porting my number to a Lebara 30-day plan, I attempted to switch to an eSIM. However, when I scanned the QR code, a different number—not mine—was activated. At that point, both my physical SIM and the eSIM were active at the same time. Concerned about a possible security issue, I deleted the eSIM. A few minutes later, my physical SIM also lost connection.
When I contacted customer service, they explained that a temporary number might be assigned to the eSIM before the number transfer is completed. However, I had not been informed about this beforehand, which is why I deleted the eSIM.
I then attempted to request a new eSIM, but the identity verification process kept getting stuck at the “In process” stage. After multiple attempts with no success, I eventually filed a complaint with the TIO.
Later, I received a new eSIM QR code, but it wouldn’t register on my phone. Without the ability to make phone calls, I tried resolving the issue via email and live chat, but the responses were slow, and no effective solution was provided. After several more inquiries, I was told again to purchase another $2 physical SIM.
This situation has continued for the past 8 days, during which I’ve had no access to any service. I have 22 days left on my 30-day plan, but at this rate, I’ll likely only be able to use it for about two weeks.
Lebara’s instructions kept changing, and their replies often took 20 to 24 hours, making the process extremely inefficient. I don’t want to assume it’s intentional, but it’s hard not to wonder if they’re deliberately delaying the process since they know the TIO mediation deadline is July 17.
My Questions
1. Is it possible to update the TIO with the latest situation before 17/July?
2. Even if it’s resolved next week, I’ll only have about two weeks of usable time left. Is it possible to extend the plan period for the days I couldn’t use it?
3. I requested a refund, and they asked for a receipt of the purchase. If I decide to request a refund, I’ll have to search for the receipt since I don’t remember exactly when I bought it. (Would getting a refund be the best option in this situation?)
4. I also have a Lebara 360-day plan I purchased earlier, but after this experience, I don’t feel like using it anymore. Could I also request a refund for that plan?
Update:
I’m sharing my experience in case it helps anyone going through a similar situation.
If you’ve contacted customer service multiple times and keep getting the same unhelpful response or face ongoing delays, I highly recommend submitting a complaint to the TIO (Telecommunications Industry Ombudsman) while continuing to follow up with customer support.
Keep in mind that it might take a little while to hear back from the telco representative handling your TIO complaint.
In my case, I was contacted by a representative from the telco handling my TIO complaint about a week after filing it, and the issue was resolved the next day.
Throughout the process, I received regular updates, and I was also compensated for the days I couldn’t use the service.
It’s frustrating to think that this issue could have been resolved quickly, yet it was left unaddressed for two weeks, wasting so much of my time and effort.
It seems premature to file a complaint with the TIO to so soon to begin with while Lebara was still working to resolve the issue.
In terms of your plan, you can always ask them for an extension for the number of days you weren’t able to use the service. We can’t provide advice on what they will or won’t offer to you.
That unfortunately is a you problem and not a them problem.
Now you’re just getting ridiculous. It’s unreasonable for you to request a refund for a service that’s working properly just because. You can try it, maybe they’ll do it out of goodwill but they have every right to refuse and the TIO likely won’t side with you on that one.