Lucky Mobile is the worst wireless service

1. (slide 1) Because of the "national modernization of wireless networks", I was forced to switch from Speakout 7-11 to another service, and they recommended Lucky Mobile.
• Speakout 7-11 did have its occasional problems like text messages sometimes not coming through at all for literally days.
• But I had no idea Lucky Mobile would be utterly incompetent in so many ways.
2. When I first started the process to transfer my number from Speakout 7-11 to Lucky,
• I started on Monday Aug-18.
• (slide 2) I chose the new user $19/month plan.
• The online process ended in a BLANK SCREEN and no idea what to do next.
• I tried the process again thinking it had failed but now it told me my number couldn't be ported and to call a toll-free number.
• The agent on the toll-free number said to just expect a text message from my current provider, and an e-mail from Lucky within 24 hours to complete the process.
• A text came from Speakout 7-11 confirming an attempt to port my number was in progress but no action needed unless I did NOT initiate the transfer.
• NO email came after over 48 hours.
• I went to a Lucky Mobile outlet (in a local Bell Mobility store) and they said "just wait".
• By Friday Aug-22 there was still NO email.
• I managed to get someone on Twitter and they apparently facilitated the switch.
• During this time, my phone number suddenly became "not recognized". Now I have no phone at all. And still NO email.
• Although I had already chosen the plan I wanted online AND the Twitter agent asked me what plan I wanted, they put me on the WRONG plan.
• (slide 3) I went ahead and paid the $20 for the $20/month plan expecting they could fix it afterwards.
• Because I no longer had a phone and I didn't want to lose my number from delays.
• The agent even needed me to screenshot them the $19/month plan so they knew what I was talking about.
• But wait, it gets messier.
3. (slide 3) Notice the text says you can call *58259 to get your account balance.
• No idea why but it's NOT that simple.
• You get connected to a phone call. It doesn't just text you your balance.
• You have to listen to their promotional messages first.
• Then you talk to their stupid AI who's so limited in what they can do it's worse than choosing from a menu and pressing numbers.
• The AI says it will try send you your balance.
• I just want my balance. Why is it so convoluted? This is a huge step DOWN from Speakout 7-11 where I dial the number and am promptly told my balance.
• When I asked to speak to a real person, the wait time was OVER 30 MINUTES.
• If your AI is so terrible, maybe don't fire humans?
• If you were porting your number from a prepaid account on Speakout 7-11, that 30 minutes wait time would result in an unreasonable charge.
4. (slide 4) The Twitter agent says they will change my account to the one I originally told them I wanted.
• (slide 5) They "apply a credit" to my account to "activate" the plan.
• But I've paid $20 and they now put me on a $19 plan. Where's my $1 credit?
5. (slide 6) I can't see my Aug-22 transactions on my account. Why?
• (slide 7) But it's definitely still in the system because the Twitter agent sent me a screenshot showing it.
6. I ask for confirmation that my monthly charge will be $19/month.
• (slide 8) The Twitter agent says yes, but this is not the information I'm seeing on my account. They just dodge my question.
• I go to a Lucky Mobile kiosk (at a Bell Mobility store) and the agent there says there is NO $19/month automatic top up plan.
• Even though they literally offer a $19/month plan.
• There are only fixed $5 increments and each month I will accumulate a $1 credit from overpayment and eventually after 19 months they will just skip one automatic payment and use the credit.
• Why did the Twitter agent not explain this?