Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/04/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I setup automatic payment from Lycamobile they’re keep take the money from my bank account twice each month I setup my payment each month on the 14 they’re keep charging me each month twice without my authorization I’m the customer I don’t authorize this phone company to keep taking money twice each month on my bank account

• Initial Complaint

  Date:06/25/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since February 2025, I’ve been charged twice each month by Lycatel LLC (LycaMobile) for my phone service. In February, I was charged both $12.86 (my usual plan) and an additional $40.95 without explanation. Starting March, my new plan rate was $40.95, but I’ve continued being charged twice monthly: once for $40.95 and again for $51.45—for March, April, and May. A charge of $40.95 has already been made for June, and based on previous patterns, I expect the $51.45 to be charged again at the end of the month.
  
  I spoke with LycaMobile customer service on June 25, 2025 at 4:00 PM PT, and the representative confirmed they only see one charge per month on their system and could not explain the duplicate charges. I requested a written confirmation of this so I could follow up with my bank, but they refused to provide any email. When I expressed frustration at being charged twice without resolution, the representative told me to “mind my language” and threatened to hang up, despite my not using any inappropriate language. This experience was both unhelpful and unprofessional. I’m seeking a full explanation and refund for the unauthorized duplicate charges, as well as better accountability from the company.

• Initial Complaint

  Date:06/20/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have submitted the refund request from Lyca as I am porting out to a different vendor. I have purchased the plan for 12 months and I have used only 5 months.They have provided a ticket reference number: *********. They told ***** hours but its more than 3 days and when I checked they are telling it is still pending for approval and need ***** hours again to check.Its very difficult to contact the customer care and the response is horrible, they don't treat as proper and disconnect after we have to wait for 30min - 45min to get connected.

• Initial Complaint

  Date:06/17/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father’s cell phone sim card lost, and he uses a Lycamobile plan. I helped him call Lycamobile customer service. I called two times. The first time I call, the customer service hangs up my call at 3:30 pm 6/17/25 when I am not finished asking, then I call again, another customer service hangs up my call around 4:20 pm 6/17/25 when I am not finished asking. It’s frustrating. Lycamobile customer service is terrible .
  They told me to order a free sim card for $7 from their website. Then went to register on our website, use my father’s phone number log in. But the website request to enter PUK code, and my father sim card lost, how would I know that code to finish transfer the lost number to the new free sim card? Then I have no idea what the next step is.
  I just would like to know how to transfer the lost number to the new free sim card, and how I reactive the phone number, but it’s really hard, the customer service hangs up my call all the time while I am asking the question. Please help. My father’s phone number is ###-###-####.

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been trying to get my account number and PIN from *********** so I can transfer my number to a different carrier. Ive made six calls to their customer service and spent over three hours total on hold, all while calling from my *********** numberthe same number Im trying to transfer.On the first call, I told them I wanted to transfer my numberthey hung up on me. On the second call, I asked for my account number and PINthey hung up again.Eventually, they sent a one-time passcode (OTP) to my phone. I read it back to them, verifying that I have access to the line. At that point, they should have been able to confirm Im the rightful account holder. Instead, they asked me to name two frequently dialed numbers. I gave them the numbers, and they accepted them.Then they asked for the ***** number from the *** card. But heres the issue: to read the ****** I would have to physically remove the *** card, which would disconnect the call. They knew that and still told me to hang up, get the ****** and call ******* I did. I called back with the ***** ready. But now they said I had to provide four frequently dialed numbers, and that the two numbers I gave them earlier no longer worked in their system. Thats clearly falsethey had accepted those same two numbers just a few minutes earlier when they were only asking for two. Now they claim none of the numbers work, and tell me my account is blocked.Ive done everything they asked. I verified the **** gave them the correct frequent numbers, even tracked down the ****** Still, they keep shifting the goalposts. All I want is my account number and PIN so I can transfer my number to another provider. This process has been completely unreasonable, and at this point, it feels like *********** is intentionally holding my number hostage.

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business Name: Lyca Mobile
  Complaint Type: Billing and Service Issue
  Complaint Summary: Double charge, no refund, unauthorized service termination, and number hostage
  
  Complaint Details:
  On March 15, I purchased a three-month prepaid eSIM plan from Lyca Mobile and transferred my number on March 17. I later discovered they attempted to charge me again on May 15, even though I had already prepaid.
  
  Checking my statement, I saw I was charged twice on March 15 due to a failed activation. I immediately contacted Lyca, and they acknowledged the duplicate charge and promised a refund (Ref #: *********), but it was never processed.
  
  After many calls, they claimed I wasn't eligible for a refund because I "used" the eSIM—this is false. I never had two active eSIMs, and I followed instructions to cancel the first failed activation.
  
  Eventually, I disputed one of the charges with my credit card company, and it was refunded as a duplicate charge. Following this, Lyca Mobile abruptly disconnected my line without notice, which severely impacted my business operations.
  
  Now, they’re refusing to release my phone number, which I need to transfer to another provider. I no longer care about the remaining service—I just want my number back.
  
  Their actions show a pattern of deceptive practices: attracting users with promotions, charging incorrectly, and punishing customers who dispute unfair charges.
  
  Resolution Sought:
  
  Immediate release of my phone number
  Written explanation of refund denial
  Acknowledgment of billing error
  BBB investigation into Lyca Mobile’s practices

• Initial Complaint

  Date:05/21/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The plan is $45 for 3 months. But they changed the price to the original without notifying me and charged me $30 per month. However, it's still $45 for 3 months in my app. It is a fraud, and I require a price adjustment.

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The main issue is that I am trying to transfer from Lycamobile to another mobile phone company which is US mobile. I couldn't recieve the iMessage verification that they sent to my number and yet they aren't really reaching out to help. I have contacted Lycamobile for this issue and the disturbing part is that I have contacted them at least 5 times, but they aren't making an effort to resolve the issue. At first, they asked for the iMessage verification number that they sent, but I couldn't recieve it so they asked for the first and last name registered on the number but this number was originally set up by someone else so the names are unknown. I called several times and they told me to email them. They told me that I would receive a email by the end of the business day that day because I have told them that my line was about to expire in 2 days, but they did not respond to me. The next day, I called back again but they only responded to the email I sent the day before, but they still haven't followed up on my email response yet. It has been most certaintly 24 hours. I requested a transfer from ********* but they haven't approved it and when I asked, they wouldn't give me an answer as to why it couldn't be approved because they couldn't "access my account" as they said. In addition, each attempt to contact them through their phone number takes at least 30 minutes. I would claim this as fairly inefficient. Now I would hope this issue to be resolved by allowing my transfer offer to flow through and have them to make an effort to actually solve this issue.

• Initial Complaint

  Date:05/14/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have asked this network provider to give me the transfer number so that I can transfer to cricket wireless. They left me on hold for hours and this isn't the first time this has happened. I have tried changing network providers multiple times and they won't let me. I even went to the store in person and they just told me there was nothing they could do about it and to call customer service. Customer service will not give you an agent or actual human to talk to.

• Initial Complaint

  Date:05/13/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm past customer of Lyca Mobile. I did have a cell phone service with them for the past 5-6 years.
  During the duration of mine business relationship with them I have had lots of issues with them:
  ignorant customer service reps/advisors, horrid, untimely reponse if any @ all to customer complaints, exteremly long hold time to get a service with a one of their representatives.
  If a one obtained, unknowledgeable, incompetent advisors answer it, try to beat around the bush, don.t get customers issues resolved. Today, 05-13-2025 I switched mine cell phone service to 'Total Wireless', was given new phone#: ###-###-####, as you may imagine that's not an easy 'process'
  to go through, 'process' for the lack of a better word. The store manager of 'Total Wireless' located @ ***** ***** ****** Ave., Chicago Ridge,IL had called lyca mobile customer service on mine behalf 12-15 times since last Friday asking to release my customer account with them, but that was ignored/left pending, undone as of today's date. The manager's first name of the above mentioned 'Total wireless' business location is AMAD, refused to give out his last name to me.
  Phone # ###-###-####. I appreciate your LOOK into it, let me know of solution.
  
  Past customer of Lyca Mobile, ****** ********.