Lycamobile USA Inc.

In April of 2015, we had responded to Ms. [redacted]’ original complaint filed with the FCC regarding the same disputed transaction. In this response, we referred her to our “no refunds” policy clearly stated on our website from which Ms....

[redacted] placed her order. Further, while we attempted to assist with resolving this issue, we required additional information that she failed to provide even after a second request. Now that almost a year has elapsed, our system does not allow any refunds to be processed for this aged transaction. We sincerely apologize for the inconvenience that Ms. [redacted] experienced but we are confident that we have done all we could to equitably resolve this matter.

Complaint: [redacted]
I am rejecting this response because:
 
I am a new customer buying this new plan for a new sim to be used on a new Phone. This is amounting to malpractice - you can check the pdf of the new receipt.
 
To clarify I have 3 people working for me who each need a different phone and a different sim for making calls. This is the 2nd of the sim purchase (I have purchased 3 using my credit card but for 3 different people and 3 different email addresses). Lycamobile can do well to honor the promise they make on their website and not resort to these cheap practices of fleecing customers
Regards,
[redacted]

We regret that Ms. [redacted] experienced difficulties in communicating with our Customer Service Department. We have multiple call centers worldwide and thus, in our initial response, provided the direct dial number to our team here in the US who could have better assisted Ms. [redacted]. With regard to Ms. [redacted]’s request for a refund of her account balance, we must point to section 4.4 of our terms and conditions posted on our website. This section states “The credit balance in your Account may only be used for the Services. You are not entitled to receive any cash refund for any credit balance remaining in your Account at any time, including where you fail to use the Services and your SIM Card has been deactivated or where this Agreement has been terminated.” Thus, we are unable to refund any balance that remained after port-out