Customer ReviewsforLively

My mother-in-law (who lives in **********, **) has been a Lively customer for a number of years. We recently moved her into assisted living and canceled her landline. To ensure that she could still call relatives in ****** from the ***, we called Lively to check if Canada is included in her Lively calling plan. It took the agent sometime, but they were able to confirm that Canada is indeed covered by the plan and calls to and from ****** would not incur additional charges. We were pleased to hear this and let my mother-in-law know she was good to go.Then last week she received her monthly bill from Lively and it showed that she owed $532! Not surprisingly this caused considerable consternation. A Lively agent explained that she has a $14.99 limited plan which has been grandfathered, and which is no longer offered by Lively. Livelys Basic unlimited talk and text plan is now $19.99. The Lively agent stated that they noticed that her call usage in recent months had exceed the $14.99 limit, but they had been unable to contact her to resolve her overage and to change her plan.This lack of effort in connecting with her as a customer, and the failure to simply convert her old plan to a $19.99 Basic unlimited plan (which would have immediately solved her overage issues), reflects very poorly on Lively, especially as she is a senior on a limited fixed income. To add to this the agent stated that they would not remove the $532 billed charge but would only discount it by $100, which still leaves $435 owed.She now has the $19.99 Basic unlimited plan set up and my sister-in-law is now the primary point of contact for the account, but the unwillingness to cancel a one-item excessive bill because they did not make a concerted effort to contact the customer is simply despicable. As a part of Best Buy Health, aimed at supporting seniors, you would expect better of them, and that profit would not be their primary goal.

Hello, we are sorry to hear of your experience and we appreciate your feedback. We were not able to locate an account with the email address you provided. Please call ************* at, ***************, so we can assist you further with this matter. We are sorry for any inconvenience this may have caused.

Mostly I have no problems with the Lively phone. The only issue is I'm being charged for political robotexts. I got calls from Lively every day that I was over limit. I looked online; I read that phone companies are resposible to block robocalls. NOT Lively. They make money by charging me for overuse--of unwanted texts. NOT my fault. I have no contact with political parties--they have no right to harrass me, but Lively aids and abets in this problem. This should be a crime. Lively should not be allowed to charge me for anything "robo". It is difficult to block incoming numbers. My phone is older and it takes 8 steps to block each unwanted incoming number. LOW tech for sure.

Hello, we are sorry to hear of your experience and we appreciate your feedback. We were not able to locate an account with the email address you provided. Please call ************* at, ***************, so we can assist you further with this matter. We are sorry for any inconvenience this may have caused.

Very disappointed in their service. I gave the *** my confirmation number for my payment that was made two days prior and was told my payment does not show in their system. I told the *** my bank shows that the payment went through. The *** asked that I MAIL my bank statement to them. I told the *** that my parents are elderly and need their phones and asked to speak to someone else and was told she was tallking to her manager and that was what she was told to tell me. Needless to say I was very upset and told her that was very wrong and that I would call back and ended the call. I will definitely be changing phone companies.

We are very sorry to hear about your experience with ************** Please call ************* at, **************, and request to speak with a supervisor regarding your billing statements. They are more than willing to assist with this issue. Again, we apologize for your experience.

I purchased a Jitterbug flip phone from Best Buy in 2021/2022, for my husband. All was going well until he had no service for a month. We tossed that phone out because it didn't work. Called Lively and asked them to cancel my account because it was in my name.In March of this year 2024, we purchased another Jitterbug phone. Had issues in trying to purchase the phone without understanding why until now.Looking back at all the charges from Lively, we have been paying for TWO phones which we DO NOT HAVE. 3/19/24 we paid for my husband's new Jitterbug phone and its initial cost to Lively. On 3/18/24 we paid TWO Lively charges of ***** each. $149.14 which apparently was to our original account in my Name.On 4/18 we were again charged for our NON-EXISTENT phone ***** and an additional ***** for a total of $109.94.On June 19, 2024 when I saw the duplicate charges again on our bill for a NON-EXISTENT account. Called and spoke to three different individuals until they looked closely that we only have one phone and it is the one that we purchased on 3/19/24. Additional charge of ***** for a phone that doesn't exist. They told me that "MY ACCOUNT is CLOSED and that they would credit our credit card the *****. Never happened.7/5/24 billed again for closed account *****. Again I called, I thought they finally removed the closed original account. She said yes that account is closed and I asked why I was charged ***** again. I was told because it was in the middle of the month. They would credit my husband's account ********/5/24 Charged again *****. Today 8/14/24 called again. I was told yes my account is closed. I then closed my husband/s account. He gave me a confirmation number for that . I never received a confirmation number from anyone in regard to our first account with them in my name. Very, very disappointed with the company **** *** R

Hello, we are sorry to hear of your experience and we appreciate your feedback. We were not able to locate your account with the email address you provided. Please contact us so we can assist you further with this matter. We are sorry for any inconvenience this may have caused.

I bought the device for my aunt. It arrived in good condition but the wifi signal it relies on only worked near a window. It failed to work in the bedrooms or bathrooms.I called and asked for assistance. They said there wasn't anything they could do but I could return it so I did.The restocking fee was 10$ and it coat me 11$ to mail ot back so I am out 21 bucks but my ****** is leatned.

Hello, we are sorry to hear of your experience and we appreciate your feedback.

Switched mother-in-law to lively for the simple phone. Previously sharing 5GB data for three lines and never going over. A couple months in we got an outrageous overage bill, so we upped her data to 5GB.Today we got a bill for nearly $300.I can't in my wildest imagination see her using over 17 GB of data (most in the last 5 days), and the unlimited plan only charges $30 for data. Something is seriously wrong with a company that can believe this type of robbery is ok.I only wish I had read reviews before signing up.

Hello, we are sorry to hear of your experience and we appreciate your feedback. We see that you called our **************** to review the bill and what might be causing the high data usage. We explained that the information would be on the phone, however you did not have the phone with you so we reviewed what applications or web searches would use data. During this call you did upgrade to the unlimited data plan, and we provided a courtesy credit to the account. It is possible that there are applications such as a weather or news app, ****************** or others that *** be running in the background. If you do get access to your mother-in-laws phone, you could call our **************** and we would be happy to assist you with viewing what applications she is using. Best regards,

Definitely Get that Terribly Gross and Annoying Music Changed to Something Calming or even 1979s Rock and Roll Pop Music or Something Calming!!! This Horrible Music Echoes in the Background So Loudly!!! The Representatives Said they have Many Complaints About it but Lively Head Offices Never Change this God Awful Music!!! Make a Smart 3 Phone or Smart 4 phone with larger number screen than you have on just 2 settings because my hands are small and they are so very small for my fingers!!! I called about being over my mobile data and one man Never Explained I could be on ************** Not to Be Billed the $50.00 over charge and then the warning still went up so I called again and I was put on unlimited data by a lady!!! A Whole Lot of Your Sio Called Friendly Call Representatives Need A Lot Better Training!!!

Hello, we are sorry to hear of your experience and we appreciate you refeed back. We do see that you were on a 5GB data plan and only recently exceed that plan, which raised your monthly service fee by less than $15.00. We have also confirmed that you are currently on unlimited data, and you can remain on this plan as long as you like. We have several data plans available, and if you feel that the unlimited is more than you need you can change once per billing cycle. All plans and services can be viewed on our website, *********************************************. Best regards,

On June 17 I purchased a Jitterbug Flip Phone 2 for my disabled daughter who was soon to be transferred from a mental health facility to a group home. On July 24, learning of my daughters imminent transition, I attempted to activate the phone. After several tries, I gave up and called Lively customer service. After three more unsuccessful attempts to get the phone activated, I was told I would be sent another phone and a mailing label with which to return the first phone. On July 27, I opened the box with phone number 2 to discover I had been sent an old refurbished phone as a replacement. I contacted Lively to speak with a supervisor. The agent with whom I spoke asked me to try activating the first phone again and a picture of a dead robot appeared. She immediately told me to turn the phone off and she would get a supervisor. **** came on and explained I was sent a replacement phone since when I contacted Lively on July 24 thirty days had passed since I bought the first phone and that meant a second phone could not be a new phone - even though the first phone would never activate and had never been used. He told me I would have to buy another phone if I wanted a new one. And that that is how all companies work. I told him I had expected better service and that it was not my fault the first phone would not turn on. He did not care and exhibited no interest whatsoever in making things right. I told him to cancel my service. I will not do business with robots - dead or alive.

Hello, we are sorry to hear of your experience and we appreciate your feedback. The Lively warranty replacement policy is in line with industry standards and is a like for like replacement with a like new phone. These phones are often returned phones that were not activated but cannot be resold as new. As a courtesy we have extended the 30-day return period to 60days to allow you to return both the new and warranty replacement phones with the return label you received. Upon receipt of the phones, a refund will be provided under our 30-day return policy. Your account has been closed and if you have any questions, please contact our ***************** Best regards

RipOff They charged me 2 extra months after I canceled the service.Took 4 phone calls abt 40 mins each Ridiculous...They need to invest in training their **************** Reps I couldn't use the phone. Never figured it out. I paid from Jan-Jun. It was a terrible experience. Worse I've had. I called to Cancel in June. The Call Rep said they had written notification of the call, but did not cancel because they thought I'd changed my mind. How stupid is that? Why would I even call unless I was canceling. I got another bill in July, *****. OK I'm ****** now, because I canceled in June. Today I called to pay the ***** bill and tell them I canceled the service, I now have a Canceled Order #. THEY told me today. I had to pay another ***** totalling $56.??. You are scamming. You cheated me out of ***** payments.I Never want to hear from YOU Again. I canceled in June. You have the notification and you charged me for July and June anyway. I really think you need to do a better job of training your employees how to follow the customer's request and stop kicking the can down the road at the customer's expense. What a Rip Off. I plan to post a Customer's Review, after all its the only recourse you give us. You are theives!!!

Hello *****************, we are very sorry to hear about your experience. We were able to locate your account using the email address provided in your review. Please contact our **************** for assistance with your billing concerns, at **************