Reviews

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

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  Lively

  PO Box 4428 Carlsbad, CA 92018-4428

  
• 

  Lively

  10945 Vista Sorrento Pkwy Ste 120 San Diego, CA 92130-8649

  
• 

  Lively

  10935 Vista Sorrenta Pkwy Suite 200 San Diego, CA 92130

  
• 

  Lively

  P.O. Box 4428 Carlsbad, CA 92018

  
• 

  Lively

  7601 Penn Ave S Edina, MN 55423-8500

Review Details

• Review fromDale H

  Date: 07/08/2024

  1 star

  Dale H

  Date: 07/08/2024

  Absolutely a terrible company to deal with. Not only that they have terrible service. Theyre very unfriendly and unhelpful.
  

  Lively

  Date: 07/09/2024

  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. We noticed that your account has been cancelled as of July 8, 2024, and if you would like to reactivate your account and speak to a supervisor regarding your concerns, please call **************** at ************.

• Review fromKen M

  Date: 07/08/2024

  1 star

  Ken M

  Date: 07/08/2024

  **************** takes forever. I tried to cancel auto pay and website says that page doesn't exist. Isn't that convenient. If you like to listen to on-hold music and not get through, this is your carrier
  

  Lively

  Date: 07/09/2024

  Hello ****************, we are very sorry to hear about your experience. Please call our **************** at ************. Once you speak to a live representative request to speak with a supervisor for further assistance.

• Review fromArlen S

  Date: 07/04/2024

  1 star

  Arlen S

  Date: 07/04/2024

  This rating site required that I give at least a one star rating in order to post. I would not have given Lively even one star had I not been forced into it. The problem with Lively, which at one time was a great company, is that they are currently relying more and more on AI, automated computer scripts, to respond to technical issues. That reliance is a disaster. While out in a wilderness area with no cell towers, my phone naturally would not work. As I am driving back in to civilization on a winding mountain road, the phone would pick up hints of cell tower coverage and try to turn on. After doing that 30 or so times in 30 minutes it burned itself out and went completely dead. Now that I am back in town, I obviously can't call Lively. So, I go online to email customer service. On the website I am automatically connected to an AI program that takes my information and then forwards me to another expert service site that won't allow me to access it without paying in advance with my credit card. My credit card is locked to my phone. Lively gets their payment automatically each month from my card but the site Lively's AI program referred me to doesn't have that access. Because my card use is locked to the phone, I can't pay this third party service. Because I can't pay this third party service, I can't reboot the phone. Most likely I will have to borrow someone else's phone to call Lively customer service to straighten this out. Assuming of course that they don't have that automated too.
  

  Lively

  Date: 07/08/2024

  Hello we're sorry to hear you are experiencing issues with your cell phone. We were unable to locate your account with the email address provided. Do not use your credit card to make any payments online for technical support as that is not something Lively will ask you for. Please contact our **************** so we can assist you with resolving this issue.

• Review fromArif C

  Date: 07/03/2024

  1 star

  Arif C

  Date: 07/03/2024

  Terrible ***************** If you manage to get through the endless music tracks, you are lucky if you get the rudest person in the world. When i told her that the reception and sound was very poor she suggested that I take the device by a window. I told her that I could not do that because the electric outlet was far away, she retorted that I must be living in a windowless home or a cave! Since then, this year we have had two major emergencies (5/5/24) 7/1/24) and both times the Lively device that showed two green lights, was in fact dead. We had to resort to other means to get emergency help. So basically we have been paying for a "dead" service and when we try to call to get it rectified or ask for a payment adjustment, we get no response. All they do is collect the monthly payment directly from our bank and for that too they often do not get the dates straight. They were okay when they were called Great Call but "Lively" is a misnomer because their device is dead.
  

  Lively

  Date: 07/08/2024

  Hello, we are sorry to hear that your experiencing issues with your service. We were not able to pull up your account using your email address provided. Please contact our **************** so we can work together to resolve this issue and ensure the functionality of your device.

• Review fromJulie C

  Date: 06/27/2024

  1 star

  Julie C

  Date: 06/27/2024

  My mom has dementia and she lives in a senior living place and she had a flip phone from **** for many years and the bill just kept getting higher and higher. I shut that phone off and suggested a better flip phone with bigger buttons and easier for her to use and she liked that idea. So I looked into the Jitterbug flip phone from Lively and I really loved the big buttons and I just loved the phone over all. So, a family friend suggested the Jitterbug from Lively and she even paid for it. We got the flip phone turned on for my mom and I explained it to her a dozen times how to use the phone and she never understood because of her dementia. So, I called Lively and spoke to a customer service agent and I explained the situation to her, how my mom was unable to use the at all and how my mom received a bill in the mail saying,, " if you don't pay $118.07 within thirty days, this will be placed to collections and it said o not contact customer service ever and that they were gonna tack on an additional $25 service charge, AREYOU F_____G KIDDING ME, SHE NEVER USED THE ***** , NEVER!!!! NOT ONCE. I called back and spoke to a manager and she told ne to just ignore the bill and throw it away because Lively would take care of it, since she never used the dam phone and then my mom gets threatened by whoever mails these letters out and that is ridiculous and absurd.. I want them to erase this bill because she NEVER USED THE *****, NEVER EVER, NOT ONCE. THIS IS WRONG FOR A COMPAMY TO DOVTHIS KINDVOF CRAMP TO SENIORS, ESPECIALLY THOSE WITH DEMENTIA. I'm her daughter ( poa) and please help me. Thank you very much
  

  Lively

  Date: 07/02/2024

  Hello, we are sorry to hear that your mother was unable to use the Jitterbug Flip2 phone and we appreciate your feedback. Per our Customer Agreement, packaged with the phone and which can be found on our website, you are responsible for the payment of the monthly service fee, that you can cancel at any time by calling our **************** and that you accept the agreement upon activation of the phone. A review of the account shows that the retail purchased phone was activated in January 2024, with a monthly service plan of unlimited talk and text for $24.99. We explained that with paperless billing a $5.00 discount would be provided, and that the onetime $25.00 activation fee would be deferred to the first monthly service invoice. The first invoice generated the next day for the monthly service and activation fees. This bill was not paid, and we did not hear from anyone, so the account continued to bill. You called in March regarding a billing notice your mother had received. At that time, we advised that the account was past due, the balance was $118.07, and on this day the account was cancelled. In May, the account was sent to our collections team because we had never received a payment on the account, and it was past due. A review of our recorded calls did not lead to any other calls received from your phone number, which is the phone number of record. A review of the usage shows that there was some usage, and that the phone was last used in March. As such, the balance is valid and due. If you have any questions, please call our **************** at **************. Kind regards,

• Review fromLynn B

  Date: 06/26/2024

  1 star

  Lynn B

  Date: 06/26/2024

  I emailed multiple times to disconnect the phone - no reply other than an automated we will reply within 5 days. Nothing. Another month went buy another bill, I emailed again (which is on the bottom of their email bill to email to disconnect- oddly now that link does not work.... but is still on email.) I called multiple times holding for long times and would hang up and email. On the last bill I received I called and held and after an hour holding someone picked up and I spoke with them to cancel the line. They said it was cancelled and everything was in order - I asked for an email to confirm this which he did. The following month I received another bill. I emailed and no reply. I then got another bill in the mail and I called and **** answered and aside from the fact she was rude she was unhelpful. She said she could only see the emails that they replied to - which was one- I have multiple emails she said she had no access. I said I cancelled in December and did not owe. She argued and said there is no way to cancel via email that you have to speak with somone on the phone. I asked why it has that at the bottom of the email and she had no response. I told her the phone was cancelled, I emailed the cancellation and did not use the phone. Her reply was we have lots of customers that don't use the phone. Not sure how that is relavant. It took me two months to get the phone cancelled and they are still sending bills. Zero customer service. Would not recommend this company to anyone. They do not listen to the customer, offer options on their emails to which they do not follow thru with. Again, I have multiple emails starting in December where I cancelled the phone. All auto reply's stating in 5 business days someone will respond to which no one ever did. They have links to cancel via email which now do not work for me to take screen shots of. I call and they deny and do not try to work with the customer. Horrible customer service.
  

  Lively

  Date: 07/02/2024

  Hello, we are sorry to hear of your experience and we appreciate your feedback. A review of your account shows that we did receive a call from you on January 29, 2024, where you requested to cancel your account. This call was received during a bill cycle and your monthly service invoice had already been generated. At that time, a cancelation order was processed to be completed on at the end of the current bill cycle date of February 18, 2024. We also received an email from you on that same day and we replied the next day confirming that the account would cancel on February 18, 2024. We do see that the account did indeed cancel on the said date. The invoice you received after cancellation was the final bill which showed the amount due prior to cancellation. Because we see no usage for the cycle the bill represents, we have waived the balance as a courtesy. If you receive any mail correspondence requesting payment after today, please disregard. Kind regards

• Review fromTerry L C.

  Date: 06/24/2024

  1 star

  Terry L C.

  Date: 06/24/2024

  The phone itself is fine. It's whatever you want to call them "customer service" people that are answering the phone! I didn't know my bill had gone up LAST month because I'm on paperless and autopsy. I went in to update my payment information and that's when I saw it. It's gone up $10.I sat on terminal hold and finally got an "agent" and it was a effen nightmare. She didn't know a freakin thing. She was guessing. "Well, it could have gone up because you went over your limit". Looked it up. Nope. That wasn't it.She kept digging and never came up with a valid answer. She said that I got a one-time $10 credit in April. I told her no, I got it in March as well."No, you didn't.""Yes, I did.""No, you didn't.""Yes, I did."And on and on it went. I told her I was looking RIGHT AT THE SCREEN and was quoting the dates. She kept babbling so I hung the fk up. Can someone who actually knows WTF they're doing tell me why my bill went up $10 or do I need to change companies??????
  

  Lively

  Date: 06/26/2024

  Hello, we are very sorry to hear of your experience and we appreciate your feedback. We attempted to speak with you regarding your issue, however you did not answer. A voice message was left advising you that the $10.00 credit is our automatic bill pay incentive that you were receiving. We explained that there was a change in the billing via our website on March 26, 2024, they may have interfered with the discount being applied. We saw that a new credit card was added via our website on June 24, 2024, and that that card was set up for auto payments. A $20.00 credit has been applied to your account and the discount should resume after your July payment. If you have any other questions or concerns, please contact our customer service. Best regards.

• Review fromJoanne G

  Date: 06/11/2024

  1 star

  Joanne G

  Date: 06/11/2024

  I Had a cell phone for my dad and had multiple issues over the past year. Very disheartening experience with company that claim to be for elderly. They have, For example, one-touch to dial 911, but its extra on top of monthly fee. When I first got the phone, was somehow being charged for two lines, additionally the amount was not what I was originally told. Their customer service is also advertised kind and knowledgeable, willing to take time to listen and find out what is need but that was not my experience today. As an older person myself i can not believe the degrading way I was spoken to today by a agent named *****, who was not helpful and was upset when I asked for a supervisor because my issue was not being addressed.. my dad stopped using the phone in January and I had kept the service going but finally decided to cancel. I cancelled before the next bill cycle last week and the agency spoke to said it was all set but I still got a final bill. ***** just did not take the time to listen to my issue and did not explain the bill to me and then after waiting for 14 minutes for a supervisor said no one was available. Would not recommend cell service.
  

  Lively

  Date: 06/26/2024

  Hello, we are very sorry to hear of your experience and we appreciate your feedback, We will look into this matter. Lively strives to provided great customer service. Please if you have anymore comments, questions, or concerns Please contact our *****************

• Review fromPatricia E

  Date: 06/04/2024

  1 star

  Patricia E

  Date: 06/04/2024

  Lively has apparently had major leadership & organizational changes. Also known (on my cellular invoices) as being from Best Buy Health.1. Billing issues: used to be paid via AMEX. All of a sudden, now getting paper invoices.2. Called SEVERAL times. 1st call, Agent says will fix. More paper invoices. Called 3 more times - always on hold for at least 30 minutes then totally cut off, back to local dial tone. By this time I want to cancel service. Receive another paper invoices indicating past due amount of $60.3. Tried writing to cancel service - no mailing address given on invoices. Tried internet research for HQ office, and CEO location. Hours online. Mailed (admittedly obnoxious) letters to several addresses. No response. Finally paid $60, stapling check and invoice to letter asking that it be forwarded to the proper office so that service can be cancelled,4. Received 6/3 two invoices, one dated 5/25 indicating FINAL BILL, $90 due. Second dated 5/29 indicating $29.95 due (they evidently finally got my check). No notice of "final bill". 5. Called today (6/4) on hold for only 10 minutes, spoke to agent who confirmed that service would be cancelled, and not to pay the $29.95. WHAT A BUNCH OF HEADACHES.
  

  Lively

  Date: 06/11/2024

  Hello, we apologize for your recent experience and appreciate the feedback! Please be advised that your feedback is not unnoticed and it will be forwarded to our Development Team so we may improve our **************** experience . We apologize for any inconvenience this situation may have caused.

• Review fromDale H

  Date: 05/30/2024

  1 star

  Dale H

  Date: 05/30/2024

  They changed my due date from the 7th to the 28th and took money out of my account without my permission and when I complained they stated that I would be refunded the next day, they didn't say anything about taking 3-7 days I am on a tight budget being on SS
  

  Lively

  Date: 05/31/2024

  Hello, we are sorry to hear of your experience and we appreciate your feedback. We recently changed our auto pay schedule to align with the due date, which is approximately 18 days after the invoice date, to allow for the invoice to be delivered prior to the payment. We included an insert with both the April and May ******* invoices, explaining the changes. We have reviewed your account and see that we refunded your most recent monthly ******* payment back to your credit card, which provides you with a free month of *******. We additionally see that your bill cycle date was changed so that your payment will process around the same date as before. We apologize for any inconvenience this may have caused you.