Dissatisfaction with Customer Support: Unresolved account issue
I am writing to express my extreme frustration regarding a technical issue with my account that has left me completely stranded while traveling outside of the USA.I am a long-term, loyal customer of 8 years. I currently have a 1-year prepaid plan. Recently, I attempted to top up my account to use messaging services while abroad. However, instead of allowing me to top up, the system repeatedly redirects me to a "SIM Swap" verification page.I have contacted your live chat support multiple times to resolve this. Each agent has insisted that I perform a physical SIM swap to fix the issue. As I am currently outside of the USA, this is physically impossible. Despite explaining this, none of your representatives offered any alternative solutions, such as remote provisioning or technical account resets.Furthermore, I am deeply disappointed by the quality of service I have received. Your agents appear uninterested in resolving this issue, opting instead to close my support tickets as quickly as possible. On several occasions, I was given less than a minute to respond before the chat was unilaterally terminated.Being blocked from my messaging services while traveling is a significant hardship. I expect a company I have supported for 8 years to provide better support than this.I am requesting that a supervisor or technical specialist review my account immediately to resolve this "SIM swap" block without requiring a physical SIM change. Please treat this as a matter of urgency.
Vijay pandi jayachandran
No action taken yet!
I had replied with my phone number. Never received any reference number. Haven't heard from anyone.
S J
Good service
Good service
Julmene Bien aime
Ninia 30168 was really prompt to…
Ninia 30168 was really prompt to provide options to renew and understood the issue I had with recharging. It took almost an hour to get a human agent but once she was there it was a good experience
Vikhash
Got the contract about 8th Feb or so…
Got the E-Sim about 8th Feb or so everything worked fine until 28th feb apart from now I can't receive text messages or send called up and explained situation said it would be fixed in 48 hours if not to call back useless service especially when you need to receive important texts.
Dee
Ninia (30168) is very good!
Ninia (30168) is very good!
yan jiang
I am extremely disappointed with Lyca…
I am extremely disappointed with Lyca Mobile USA. Despite having valid service, my number has been blocked for over a week. My phone shows full signal, but I cannot receive calls, texts, or use data. All outgoing calls are redirected to customer service.I have made multiple calls and sent several emails, but there has been no proper resolution. Even after requesting my account number and PIN to port out, they have refused to provide it.This lack of transparency and support is unacceptable. Customers deserve better service and accountability.#LycaMobile #CustomerService #ConsumerRights
vinoth kumar
After having difficulty with different…
After having difficulty with different agents changing my SIM card to eSim, keeping my number, being told different things I finally got Mariyan.Mariyan was exceptional, he was very clear, knew what needed to be done, assisted me all the way, sending clear emails and activating things from his side. Mariyan did not rush me off, gave appropriate time and now I have a working eSim with my old number. He was very professional, courteous and knew what was needed. I hope Lycamobile honours him for being a good ambassador for the company.
Dinesh M
I bought 3 month plan
I bought 3 month planI bought 3 month plan, but not good too slow and no a signals .I throwaway the sim ,but now they still charger $24.70 a month with no used,2 lineover$50Now they charger more for for an or the phone not used phone# 6562378534phone#6562458342call and chat with them but not reponed
Su Vu
Best to start with
For new comers to US this is the best network i have ever seen and its good in almost all the cities. I love it
Swapna
Shout out for Gina
Afeez,Sukruti and Furqan were pathetic customer service agent in lyca prepaid mobile service they are just those kind of employees who want to sit n take their salary without any value additional to the customer or company."A" BIG SHOUT OUT TO "GINA" Hats of to her she is the real hero n a true employee of the company. She was extremely patient and I could feel the urge to help me come out of my problem where my sim was supposed to convert to e-sim. Though she was restricted by the norms she being in her rules helped me out n got my problem solved. Even post that she was so so kind to let me know if I still get stuck where can I reach out or what can I do even after her call was ended.Gina we really want more people like u in the world to make the world worth it. Thanks a ton Gina. Respect you for respecting ur responsibilities n doing ur job better than expected. They just disconnected the call n didn't even give a reference number. It was so inconvenient for me n disturbing as I had borrowed someone else welcome to call ur customer service n though notifying all the 3 agents they still disconnected the callYou can pass me an email id where I can share mobile number. Thanks to Gina tat I still decided to be on lyca as I had made up my mind to pick u competitor as my new Carrier.
rubina Pathan
Terrible experience
I signed up for a trail period with Lyca. They sent me a physical SIM. The service never activated. I went back and forth with their technical assistance. Finally gave up. After reviewing my Credit Card statements I discovered they have been billing me $40 a month for the last 3 months
Dave Smith
very smooth transaction
Very smooth transaction. Straight forward process
George
the support and their Database are not…
the support and their Database are not in sync - I have call more then 10 times and wait for more than a month but no solution, finally had to change the number.
Ramesh
You guys are wonderful
You guys are wonderful, reason why I got Lyca numbers for all my Kids.- easy to use and friendly website- Prompt response to all my isues- Broad call coverage - Have been with this number for 8yrs.
Sunny
Ninia 30168
I was served by Ninia. The agent was patient and worked me through fixing my phone. She was responsive and patient. Excellent customer support and care. Thank you very much Ninia!
Eyerow
Over 100 emails and no refund
Over 100 emails and no refund! Lyca sent an eSIM that didn’t work. I paid for service that I didn’t receive. Over 100 emails have been exchanged. Apparently, because the service was cancelled (Lyca cancelled it based on emails) they can’t provide a refund. Slightly odd that you have to pay to get a refund. Lyca might be cheap, but you will pay more in the long run. The good news is that the customer service team will face long term unemployment as AI is 100x better. PS the trustpilot email account is pointless. A generic response will tell me to email a dedicated email, as if I’d not spent 4 months contacting them. In a civilised country, where consumers have protections, Lyca would have been forced to pay compensation. But in US, you can be scammed without consequences 13464982924
Daniel
Best International unlimited talk & text plans.
Good Customer service and best international unlimited call/text plans. Online Chat was very helpful and able to answer my concerns on time.
chandrasekar vemparala
A follow up review - still wish I could give zero stars
This review is a follow up to my previous review left on 2/12/26 titled “Trustpilot review: If I could give 0 stars, I would,” due to that review not having anymore space for me to add to and my issue still not being resolved almost 1 week later. Please see below:After leaving my initial review on 2/12, I received notification on 2/13 that Lyca had responded to it stating the following conclusion: “Could you kindly share your Lycamobile number, email address, and any reference number you received from customer service via our private channel. One of our team members will personally reach out to you and resolve this as quickly as possible. You can also email us anytime at…We are here to help!”It’s day 6 of having no service, no resolution, and no correspondence. Unfortunately their response was erroneous information and they are not being truthful. I cannot say I am surprised, but I am certainly disappointed and disgusted that they haven’t responded at all, despite me reaching out four times now to that email and informing them that there is no option for a private channel to communicate to them through, hence my multiple emails. Not once have they even replied to confirm they at least received my correspondence. I also gave them the information they requested, despite having originally including my reference number in my initial review. Also the review I am currently submitting includes the same information, with the most recent (of 4) reference numbers, as I have had to call at least once daily to their customer service to request an update because no one has followed up with me a single time. At this time, my livelihood has been significantly impacted by this - my work and therefore my income, communication with family and friends and even access to health information. This goes beyond being an inconvenience and is unacceptable, unethical and shameful.Furthermore Lyca charged me for an additional billing cycle on 2/14, despite still not providing service. What am I paying for??? More importantly, when I requested to have my port out information so I could leave Lyca altogether and take my phone number and business elsewhere, I was informed that the only way for me to retrieve that information included the necessary step of an SMS text to my Lyca number - as a reminder, SMS text is not an option (to send nor receive) when you haven’t had service on your phone for 6 days and counting. The only way to contact them is via phone number or their website bot Lia - Lia hasn’t successfully connected me with an agent a single time (phone, laptop, desktop, softener browsers, etc) and customer service via phone just repeatedly informs you that all they can do is submit a ticket to their technical department and ask you to wait 24-48 hours. It’s absolute nonsense!In other phone companies, should a customer service interaction result in the matter being technical, you are still transferred over or given a point of contact to correspond with the correct department for next steps. It’s not fair to the customer, and it is certainly not fair on your customer service agents and supervisors to receive the brunt of the aftermath from customers frustration leading to a cyclical situation with no actual resolutions - internal changes NEED to be made.My next steps at this time include further investigation through my lawyer as to whether or not these are grounds to sue.In this day and age, there is no valid excuse for such piss poor technical support or customer service with a phone company operating in the United States and other countries. I sincerely hope that Lyca learns from the customer experience being shared across the country (as seen in these innumerable reviews) due to your internal network change being the powder keg to expose how horrific of an entity Lyca is at this time and that internal changes are made permanently to create more efficient, logical, ethical and solution-orientated practices that directly impact your customers. Finally, I urge you to NOT STAY/BEGIN SERVICES WITH LYCA IF AT ALL POSSIBLE.
Shannon Maguire
Ninia 30168 was very helpful.
Ninia 30168 was very helpful.
Mohamed Khan
