Lebara NL Reviews 

Lebara was very easy to set up and I am very happy with it's service for three years now. The only reason why I take away one start is because they do not have eSIM option for some reason.

I had quite unusual situation and Vanessa proposed a verry nice solution for me. It was verry good experience.

Michael was fantastic helping me sort out my subscription today. We moved from the Prepaid plan to the 2 year subscription and all my questions were answered with care and detail. I appreciate the help so much! Thanks again.

Lisa was very helpful solving the payment technical issue and unblocked my SIM card after almost a month of me trying.

The best
Vey nice

I am writing this review because of the extremely unprofessional and disrespectful customer service I have experienced with Lebara Netherlands.

I contacted customer service simply to ask for clarification about unexpected additional charges on my phone bill and to request a refund. It should have been a straightforward conversation.

Instead, I have now called five times, and each time I have been placed on hold or had my call disconnected without any resolution. Nobody has called me back, nobody has taken responsibility, and I have been forced to explain the same issue over and over again to different representatives.

During one of these calls, I was simply trying to understand how Lebara calculates the 250 minutes included in my monthly plan. Specifically, I asked whether short calls, such as a 10-second call, are rounded up and counted as a full minute, and whether this could explain the unexpected additional charges on my bill. Instead of providing a clear answer to this perfectly reasonable question, the representative laughed while I was speaking and abruptly disconnected the call without offering any explanation or assistance.

This behaviour is completely unacceptable. I have spent hours trying to get basic customer support, only to be repeatedly ignored and left without assistance.

What makes this even more frustrating is that I recently renewed my contract for another two years. I would expect at least basic professionalism and respect from a company I have chosen to remain with.

My main complaint is no longer just about the charges. It is about how Lebara treats its customers when they ask for help.

Five calls, five disconnections, no callbacks, no accountability, and absolutely no resolution.

I expect Lebara to investigate these incidents, review the calls, and explain why its representatives repeatedly fail to assist customers.

Extremely disappointing and unacceptable customer service.

Such a pathetic service. No one can call me. It's been months and no action from Lebara to fix it. But these guys are prompt in taking money from me on a monthly basis.

I had trouble logging into my Lebara account, so I contacted customer service on 30 September. I was told the IT team would investigate the issue and that it would take a maximum of 5 working days.

5 working days passed. No update. No solution. Nothing.

So, I called again on 9 October. The customer service representative told me she needed to check with the colleague who had handled my call on 30 September, but that colleague was on a break. She promised to call me back the same day. I specifically asked whether I could expect a callback that day and was assured that I could.

You can probably guess what happened next. No callback. What a surprise.

I called again on 12 October and spoke to a third customer service representative. At least there appeared to be a record of my original issue, although he could not tell me what the IT team had found or whether they had done anything at all. Apparently, investigating an issue for nearly two weeks does not necessarily mean anyone has to know the outcome. Instead, he tried troubleshooting the problem on the spot and told me I needed to accept all cookies to fix my login issue.

Excuse me? Has Lebara heard of GDPR? I have the right to accept or reject cookies to protect my personal information. Since when did accepting every cookie become a prerequisite for logging into an account? And could someone please explain the technical connection between accepting all cookies and fixing my login problem? I would genuinely love to hear it.

By this point, I had had enough and asked to cancel my plan, which was activated on 1 October (even thought I had not even received my SIM card by that date) and was still within the 14-day cooling-off period. I was then told that the plan could only be deactivated at the end of October and that I would still have to pay for the first month's subscription.

Excuse me again? What exactly is the point of a 14-day cooling-off period if the response to a cancellation request is essentially, “Thank you for your request. We will continue charging you anyway”?

To summarise, almost 2 weeks to resolve a login issue, a promised callback that never happened, no meaningful update from the IT team, a suggestion that I surrender my cookie preferences, and a cancellation process that seems to operate according to its own interpretation of consumer rights.

Lebara has certainly delivered a comprehensive customer experience: first, you cannot log in; then, you cannot get a straight answer; finally, when you want to leave, you may discover that leaving is another problem in itself.

Perhaps the IT team is still investigating my login issue. Perhaps the colleague is still on her break. And perhaps someone is still investigating what a cooling-off period actually means.

At this point, I am not sure which is more difficult: logging into my Lebara account or getting Lebara to take responsibility for anything.

If this is how Lebara handles a straightforward login issue, I would hate to find out what happens when something genuinely serious goes wrong.

I wanted to ask about my out-of-bundle charge and Sharona Van Der supported me very well! Very happy about it.

It was really quick and easy to get a yearly plan

Very nice experience. Clear and fast. Thanks Sharona for support.

Good guy, ..

Lebara has always been a reliable provider. The signal is always topnotch. Inside and outside of the Netherlands, e.g. Belgium. Rates are reasonable and oftentimes there are great deals that they can offer you.

I had great customer support from Mike, he managed to change my pay as you go plan to contract despite it coming up with errors online with a very simple fix - took about 5 mins. I had called multiple times before but others were unable to sort out the issue

good，pretty good

Very bad service. Blocked my bank account without and valid reason or justification. And when contacted said can't do anything about it. Pathetic and unreliable service. KPN is much better

I got a call, I got what I needed, no further annoyances, very nice