Lucky Mobile Reviews 349

I paid my pre paid plan and lucky took another payment out right after and refuses to give a refund.

I was originally with Speakout (711) but they discontinued their plan for pay-as-you-go service and they switched to Lucky Mobile (a Bell company). After switching to Lucky a few months ago, I was supposed to get 500mb a month with the plan and I'm not getting it. Furthermore, I recently received a call from Bell wanting me to switch to a Bell service plan as they are discontinuing Lucky mobile. This is getting very annoying, especially when I am dealing with my mom's daily cancer treatments and now I have to spend time searching for another cell service. I would not recommend Bell for their idiocy business practices.

When you call an AI prevents you from speaking to an agent. It doesn't understand anything you say, it doesn't recognize anything you dial. It takes nearly five minutes of back and forth to be forwarded to an automated system to request a call back.

Step 1: IVR

Step 2: Useless Conversation with Ai (it does not understand anything you say or recognize anything you dial in, this lasts 5 minutes then it forwards your call)

Step 3: Automated system schedules a call back.

Step: 4: Wait 45 minutes to speak to rude uninformed agents that often have an attitude.

I have used lucky for few days bad Internet speed always on 3G mode hardly goes to LTE

MINUS ONE
-1
Customer satisfaction- ZERO
Customer service - minus one
Ease of self service - REEDICULOUS
CHAT option quality - beyond frustrating
I am considering hard wire/land phone as this has become too frustrating and complicated.
Fail

If I could go lower I would. The customer service is the worst I've EVER dealt with. A being a call center employee myself, I understand but never have I ever been so poorly treated as I have been with Lucky. RUN AWAY AND SAVE YOUR MONEY!!! WHOEVER RUNS THEIR CUSTOMER SERVICE SHOULD BE FIRED

Do not waste your time with company literally lost almost $300 dollars that i had gained in credit because they were over charging me after switching to bell services. apparently this company luckymobile does not mail cheques or do refunds so be careful before going to this company do your research

TRULY AWFUL- FIND ANOTHER COMPANY- Please be honest about your practices and standards when people are signing up for your phone company for a cell phone You don't tell them at the beginning that they will still have their account kept open for another 5 months if they decide to cancel their Service. After that it's cancelled by deactivation by default. In the my case, all I wanted to do was register a new SIM Card with them for a brand new phone I bought because my old one was stolen. After attempting on numerous occasions over 3 days to "Verify myself" by answering numerous questions and giving them three different phone numbers to call people to verify me they still wouldn't do it. At that point I told the Agent I was going to Freedom Mobile and informed him I was canceling my services with them and he didn't care he says "Sure" and I hung up. I then set up new services with Freedom Mobile and then two weeks later another payment from Lucky was taken out of my bank account. I called December 19th December 20th and December 22nd to discuss it with an agent and on the 22nd the agent I spoke to you seemed helpful and told me that my refund was processed it would be in my bank account in 5 to 10 business days. Given it was a holiday time period I waited till January 8th. I still hadn't seen any refund so I called my bank and they confirmed that they had not received anything from Lucky mobile & told me to go back to them. I called again 2 more times and just went around in circles. Finally the agent I was talking to you that day said someone from the Resolutions Department would call me back last week no one did. I then called back again yesterday and demanded to talk to someone who could handle the issue saying I was fed Up and I've been waiting almost 2 months for a refund that was promised to me and I wanted someone to talk to who could resolve it. I was passed through to four different agents before I was lied to you twice saying the first time that my refund had been processed now as a check and it would be coming to me then another agent said the refund had been processed as a Credit on my lucky account which I had not used for the last 2 months. I got very upset and asked to be transferred to the Canadian head office so I could talk to a Manager there. The agent was very disrespectful and rude pretended to transfer me to the Canadian office another Lady finally picked up after another 15 minutes away on the phone and clearly she was from the same office as she said"you were talking to my Co Worker a few mins ago" so they lied to me. I was finally told I would not be getting a refund at all which I became furious at. All I wanted was a refund of $57 it shouldn't have been difficult. I asked to have the email and name of the CEO of the company and the agent I was talking to was very disrespectful and said he had no idea what I was talking about and that he was done
I hung up the phone.
All of that nonsense because all I wanted was to have a new SIM card for new phone so I could stay with the company I was with over 5 years. Great way to treat your Customers guys no wonder can people keep leaving you. I work in retail and if I talk to a customer the way I've been treated I would have been fired by now. By the way the Service with Freedom Mobile is much better thank you.

Unstable signal, text message doesn't work. Inefficient customer service. Resolution takes forever untill you give up. They will make you give up by waiting hours on phone. Get anything but not LUCKY MOBILE.

Miserable. Can't even activate the card. I'm going to echo some other reviews. Customer service is all AI - which just repeatedly directs you to the same thing that doesn't work. Phoning the SIM number goes to AI, which glitches and sticks you in the same repetitive circle as the chat. I found one other number which ended up being bell, then because it's an activation problem they refused to help saying I required a phone number which I cannot get because that is the whole problem. They're blaming the phone but the same problem is across multiple devices and my old line has never had a problem. I've been at this for hours because it's emergent for tomorrow but I'm seeing now that my hopes of connection are bleak. Find a different provider because they do not deserve business.

DO NOT DO BUSINESS WITH LUCKY. They deserved the worst operator title! Everything is pushed online, and the worst AI model (absolutely useless). I guess they are struggling to hire people who speak English/French and outsourced website support to India/Pakistan. You cannot activate a SIM card online because it will show you an error and tell you to contact support. Online support is useless AI that will give you a link to activate a SIM card online. Call number is hidden. I found it somewhere online on a different website. Called there and fought AI for a bit. Then the system said the wait time is more than an hour. Took me 3 days, still not luck. I will through SIM card and find the other operator.

The service did not work. Wasted 2 hours with customer service being transferred to different departments, also to Bell to be told that it's not a bell number so they hang up on me, to lucky mobile fraud detection to be told that they don't know why I was transferred there.. Then I chatted with support again and they told that they don't issue refunds.
the company is a joke, don't waste your time and money. Not worth it

I have had such poor service with Lucky Mobile I've decided to write a review. It started from the first day I connected with them and should have stopped there. Lack of customer support, knowledge and professionalism is astounding.

Absolute worst customer service ever.
Even when you get a human on their chat they never resolve any issues, tell you not to disconnect while they troubleshoot then hang up on you.
An absolute disaster of a firm

Horrifyingly bad customer service, zero help, and stole 40$ from me! Crazy f-king company, I am super infuriated.

Every month they charge me for the monthly subscription, and then mindqay through the month they claim the payment reversed and then tell me to pay to not have my number suspended ,they said i cant pay with any credit card and no mastercard debit card , essentially saying i can only pay with visa debit , which still didnt work and their customer care was useless ,and i just moved to canada 3 months ago, got the sim and every month aince then ive had the same issue, if your coming into canada do not under any circumstance gett this line, you will be left stranded because they randomly turn of network and hence your map stops working and your stuck at a random busstop with no network.

THE WORST PHONE SERVICES EVER!!!!! DO NOT PURCHASE ANY SERVICES WITH THEM. Always talking to AI!!!! customer services terrible i been connected to 5 agents still no help!!!! i purchase the data from 12 today 8 hours laters still no data or still can’t make a call!!!!!

Stay far away from this company. Terrible customer service if you ever need it. Do not use Lucky if you ever have to leave the country. Should you forget to Top Up you cannot access your account because they do not send verification text out of the country. Nor does Lucky allow their service reps to make an international phone call to speak with you so you can access your account. You have to pay long distance to call them. This is a so called telecommunications company. Developing countries have better services for less money. After several futile attempts to pay my bill the customer service rep simply stopped emailing.

Absolute trash. They have 0 customer service, 0 technical knowledge, 0 ability to understand simple requests. My number port-in was rejected countless times due to their failure to fill out the request form correctly. It's been two weeks with no service. This company sucks. Go somewhere else.

When I tried to set up the e sim, it did not work. When I tried to sign into the account, the system said my email was incorrect. This made it impossible to reset my password and username. I had three chats with Lucky Mobile to try to resolve the problem, but they sent me in circles. The first one sent me to the same link that would not recognize my email, after confirming that the email was correct. The second one disconnected when I tried to get information they requested. The third one said I had no account and sent me a link to create the account. That system asked for a code sent to the phone number that I was trying to set up. The third one also sent me a link to an old Virgin account to link the new number to that, which also did not work. I repeatedly asked them to cancel my account, but they only said it would automatically cancel if I did not pay. But they have my credit card number. I am concerned that they will just charge my credit card without my permission. In sum, their system makes it impossible to use the service and their chat agents only offer solutions that do not work. I cannot use the service and they will not cancel it for me. It is a nightmarish situation that should be illegal.