How to get a refund from Lebara
If you've experienced issues with Lebara's service, been incorrectly charged, or have unused credit due to their fault, you have rights. Don't let your money go to waste. This guide will help you understand how to claim what's rightfully yours.
Skip the writing, get your claim in 15 seconds.
We'll draft a firm, ready-to-send demand tailored to your situation. Free.
Build my claim →Your rights
Under the Consumer Rights Act 2015, services, including mobile network provision, must be carried out with reasonable care and skill. If Lebara's service has been faulty, interrupted, or not as described, you are entitled to a refund or repeat performance. For incorrect or unauthorised payments, the Direct Debit Guarantee protects you if you paid by Direct Debit, allowing you to reclaim erroneous payments. If you paid by debit card, you may be able to initiate a chargeback through your bank if Lebara fails to resolve the issue.
Step by step
- 1Gather all relevant evidence, including dates, times, screenshots of issues, call logs, billing statements, and any communication with Lebara.
- 2Contact Lebara's customer service directly. Explain your issue clearly, state the amount you believe you are owed, and refer to your consumer rights.
- 3If Lebara's initial response is unsatisfactory, escalate your complaint through their formal complaints procedure. Request a 'deadlock letter' if they cannot resolve it within eight weeks.
- 4If your complaint remains unresolved after eight weeks, or you receive a deadlock letter, refer your case to the Communications Ombudsman. They provide free, independent dispute resolution services.
What they'll say, and your comeback
“Our terms and conditions state that credit is non-refundable.”
Comeback, While that may be in your terms, if the service I paid for was not provided with reasonable care and skill, or was unusable due to your network's fault, then the Consumer Rights Act 2015 entitles me to a refund.
“The service interruption was due to external factors beyond our control.”
Comeback, As my service provider, you are responsible for providing a reliable service. If you failed to do so, regardless of the cause, I am entitled to a refund for the period of non-service or compensation for the inconvenience caused, under the Consumer Rights Act 2015.
“You used the service, so no refund is due.”
Comeback, I am seeking a refund for the period during which the service was faulty or not as described, or for the incorrect charges applied. The Consumer Rights Act 2015 states that services must be provided with reasonable care and skill, which was not the case here.
FAQ
How long does Lebara have to resolve my complaint?
Lebara has up to eight weeks to resolve your complaint. If they cannot resolve it within this timeframe, or if you receive a 'deadlock letter' sooner, you can escalate your case to the Communications Ombudsman.
Can I get a refund for an accidental top-up?
While Lebara's terms may state credit is non-refundable, if it was a genuine, immediate accidental top-up and the credit remains unused, you should contact them immediately. Frame your request around an incorrect transaction rather than a service issue, and be prepared to escalate if they refuse.
Ready to get your money back?
Reclaim it now, free →More money you might be owed
- UKChallenge your council tax band and reclaim overpayments
- PortugalReclamar uma cobrança indevida de serviços em Portugal
- UKEnergy back-billing: refuse charges over 12 months old
- UKDisputing a water bill overcharge and getting a refund
- UKReclaiming mobile roaming and out-of-bundle charges
- USDispute a Surprise Medical Bill (No Surprises Act)
A self-serve tool, not a law firm. General information, not legal advice.