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?
7. (slide 9) So @Bell on Twitter invites me to contact them with details. I provided a link to all the details (i.e., this post) and they don't even bother to read it.
• Why do they even have a customer service department?
• This is public-facing pretend engagement while stonewalling the customer by telling them to repeatedly send information they don't bother to read because they have no intention of doing anything.
8. (slide 10) Next they tell me to contact @luckymobile instead because "we have no access to non Bell accounts through this platform"
• From the very start, this issue was with Lucky Mobile, subsidiary of Bell.
• So if ultimately I need to be in contact with @luckymobile, why did they tell me to contact @Bell?
• I gave them the link to this blog which documented all the issues and clearly stated the experience was with Lucky. Why did they even bother to ask for my account information?
• Utter incompetence.