Complaints

This profile includes complaints for Lucky Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Lucky Mobile

  B4 - 5099 Creekbank Rd Mississauga, ON L4W 5N2

• 

  Lucky Mobile

  5099 Creekbank Rd FORMER: primary, reportab Mississauga, ON L4W 5N2

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:01/04/2024

  Type:Billing 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.

  I purchased a prepaid sim card *** * **** *** **** in Sept of 2022. I have the original agreement in which it was set up for manual top up but they changed it to auto top up amd have been charging my card ever since. The account hasn't been used in over a year and a half.

  Business Response

  Date: 11/04/2024

  On behalf of Lucky Mobile, I would like to thank you for taking the time to reach out to us and allow us the opportunity to resolve your concern. 
  
  I have investigated the matter and can confirm automatic Top-Up was set up September 6 2022 via e-care (customer managed). Automatic Top-Up provided 3GB data bonus.
  
  I am pleased to know that you have been in contact with our eChat Department and they have removed the automatic Top-Up from your profile. The pre-paid Lucky Mobile service will automatically be cancelled after 4 months of insufficient funds in your account. 
  
  In light of the above, no refund can be provided.
  
  As such, we deem the matter to be resolved.
  
  Kind Regards,

  André

  Customer Answer

  Date: 12/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This SIM card was purchased for a 1 week trip. Changing it to auto top up makes NO sense at all. I set it up at the ******* where it was purchased and instructed them to not auto top up and have no commitment, just as the contract states.  I was told it was to be deactivated after not topping up. It makes no sense that I would keep this phone number for almost 2 years. Changing to auto top up was done on your end ** *** ******* ** **** *** Can you please share how many phone calls, text or data has been used on the account since October 2022?
  
  Sincerely,
  
  ******* ****** **********

  Business Response

  Date: 22/04/2024

  Thank you for response.

  We understand you disagree with our response, however our position remains unchanged.

  To request usage details, please write to *******@***********.ca.

  Kind regards,

  Customer Answer

  Date: 01/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did not request for auto top up. *** **** ****** ***** **** ** *** * **** **** **** ** ***** ****** ***** ** ******* You have not shown any evidence to support your claim. I also want all my information deleted permanently from Lucky Mobile. * ***** **** *** ** ** *********** **** * ******* **** ****** **** **** ******* ******* 
  
  Sincerely,
  
  ******* ****** **********

  Business Response

  Date: 10/05/2024

  Thank you for response.

  We understand you disagree with our response, however our position remains unchanged.
  
  Kind regards,

  Andre

• Initial Complaint

  Date:28/11/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 was charged from my credit card from Lucky even though I removed it from my account 5 days before the due date. I removed the card from my account on 20th November and my due date was on 25 November. How can they access my card even after I removed it from their system. I contacted Lucky and they refused to issue a refund to me. ***** ******** ******* **** ******* ** **** * ********* *** * ********** *** *** *** **** **** ** ***** **** * ***** **** ***** ******* ** ***** ***** ***** **** ** ********** ******** **** ******* I tried requesting a call back and the customer service agent just picked up the call and said let me transfer the call and the call ended. The customer service says they don't have a option for refund. What kind of policy has lucky mobile set and how can they access my card after I removed it from their system. I was charged 62.15 CAD. My lucky phone number is **********

  Business Response

  Date: 05/12/2022

  Good afternoon, 

  Thank you for your email. 

  The credit card was removed from your online profile on November 20th however you did not remove the preauthorized payment from the account resulting in another payment take from your credit card on November 24th. 

  You contacted us by phone on November 25th and had the preauthorized payment removed from your account. 

  The November 24th payment paid your monthly charges until you next anniversary date, December 25th. 

  Thank you 

  ******* * ******* 

   

  Customer Answer

  Date: 05/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I removed the credit card from the account. Once I remove the card you have no right to charge me on the card since I removed it. Adding a card to the account means something. Once I remove the card you no longer have the right to access my card. *** **** ******** ** ******* *** ******** ** ***** 

  Is it legal to charge someone on a payment method after they have removed it from their account? 

  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 28/12/2022

  Good afternoon, 

  As indicated in the screenshot you sent us, you remove the credit card from your online profile but you did not remove the preauthorised payment from your account. 

  The eChat agent you spoke with on November 24th explained to you that in order to cancel a pending payment, you had to reach out to your bank. 

  As an exception, I have refunded the $62.15 payment on the credit card that was used to make the payment. 

  Please allow 2 to 4 weeks for the refund to be posted to you credit card. 

  Thank you 

   

  ******* *******  

  Customer Answer

  Date: 06/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******