I am missing a £25 gift card from a Lebara SIM-only promotion that I signed up for through the MSE website (the 35GB plan for £6.90/month, discounted to £2.40 for the first 6 months) with no adblocking software active, cookies allowed etc.
I have fully complied with the terms and conditions, including keeping auto-renew turned on and maintaining the plan for the required 180-day period. However, we are now well past the maximum 210-day waiting period (300+ days), and I have not received my voucher.
I have already tried to resolve this directly. I emailed [email protected] three times across June, July, and August with no response. I also called Lebara customer support several times (as well as spoken with them using their live chat feature), but they could not assist me and told me that they would get back to me within 48 hours which never happened, or they would tell me to send another email and they would reply within 48 hours which never happened, then finally today I called them for the third time, I spoke back and forth with the customer service agent who spoke rudely to me and was audibly very frustrated and angry and wouldn't put me through to their supervisor, eventually they were so angry, they hung up on me.
So, I called back, complained and asked the new customer service agent the same questions and they also started to get frustrated. They then asked me to confirm the email address which I was sending emails to, I told them I was sending the emails to "[email protected]", they then told me that it was the incorrect email address and I should be sending it to "[email protected]" (with an 's' at the end of giftcard), I then told them that the email I received when I first signed up, explaining the T&Cs of the voucher stated the "[email protected]" email address to send an email to, nowhere was the other email address written. They just ignored me and told me to send an email to that address and ended the conversation. I was almost certain that this was them just trying to get me off of the call and waste more of my time.
I have now just sent an email to "[email protected]" with all of the details required for the case to see if it is even a real email address. IT IS NOT... I just received an automatic gmail "Mail Delivery Subsystem" email which says "Message blocked, your message to [email protected] has been blocked."
This means that the email address either doesn't exist or it is strictly blocked from receiving outside emails.
This customer service experience is the worst I have ever experienced by far.
I do not know how to move forward with standard support. Can a forum moderator please escalate this directly to the promotions/complaints team and contact me via private message to collect my token and order reference?
I have fully complied with the terms and conditions, including keeping auto-renew turned on and maintaining the plan for the required 180-day period. However, we are now well past the maximum 210-day waiting period (300+ days), and I have not received my voucher.
I have already tried to resolve this directly. I emailed [email protected] three times across June, July, and August with no response. I also called Lebara customer support several times (as well as spoken with them using their live chat feature), but they could not assist me and told me that they would get back to me within 48 hours which never happened, or they would tell me to send another email and they would reply within 48 hours which never happened, then finally today I called them for the third time, I spoke back and forth with the customer service agent who spoke rudely to me and was audibly very frustrated and angry and wouldn't put me through to their supervisor, eventually they were so angry, they hung up on me.
So, I called back, complained and asked the new customer service agent the same questions and they also started to get frustrated. They then asked me to confirm the email address which I was sending emails to, I told them I was sending the emails to "[email protected]", they then told me that it was the incorrect email address and I should be sending it to "[email protected]" (with an 's' at the end of giftcard), I then told them that the email I received when I first signed up, explaining the T&Cs of the voucher stated the "[email protected]" email address to send an email to, nowhere was the other email address written. They just ignored me and told me to send an email to that address and ended the conversation. I was almost certain that this was them just trying to get me off of the call and waste more of my time.
I have now just sent an email to "[email protected]" with all of the details required for the case to see if it is even a real email address. IT IS NOT... I just received an automatic gmail "Mail Delivery Subsystem" email which says "Message blocked, your message to [email protected] has been blocked."
This means that the email address either doesn't exist or it is strictly blocked from receiving outside emails.
This customer service experience is the worst I have ever experienced by far.
I do not know how to move forward with standard support. Can a forum moderator please escalate this directly to the promotions/complaints team and contact me via private message to collect my token and order reference?
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