Lyca Mobile NL
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Customer service is a joke, takes 7 weeks to get 2 responses back
I have been using Lyca for almost 3 years and it has been generally okay. However, almost 7 weeks ago I had an unsuccessful top-up where the money was deducted from my bank account, but I did not receive any top-up. I contacted Lycamobile the next day, and they have been nothing but unhelpful over the course of 7 weeks. The chatbot is a joke, even when I was connected to a live agent after 10 minutes waiting, if the live agent did not text me back for three minutes, the chat was closed due to inactivity on my end??? This happened three or more times. I wrote numerous emails, but for seven weeks, I have received only 2 email replies requesting more information, which I have always provided the same day or the next one. I called many times with them as well and even though the agents were nice on the phone (except one of them who spoke very patronising to me), they always say that they can only pile it up to the email responding team, which I get, but even after that, the email team does not always respond. Obviously, that is how I got my only 2 replies, but now it's been two weeks and two calls since they last emailed me. The first email response took 2 weeks, 3 emails and 2 phone calls. This is not normal, not to mention that they promise 48 hours response time. My case has been handled with ZERO urgency; it has taken a ridiculously long time. Not to mention how illegal it is to charge a customer for a service they do not receive and provide them with no receipt. This experience has really put me off Lyca and has made me consider switching to another provider asap.