Reviews
This profile includes reviews for Lively's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 221 Customer Reviews
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Review fromJune N
Date: 04/18/2023
1 starJune N
Date: 04/18/2023
This company needs to be fined or shut down.What a SCAM they are perpetrating with the data overage. There is no way to dispute the charges. My husband might use 30 minutes/month and somehow he used all this data. I check his phone and he did NOT receive any of these text messages.Todays mission is to cancel this account. How can the BBB allow this sham company to continue preying on its users!
Lively
Date: 04/21/2023
Hello, thank you for your feedback and bringing this to our attention. We are very sorry to hear about your your recent experience. Using your email address, we were unable to locate your account to review this further. If this issue has not been resolved please contact our customer service.Review fromKENNETH P
Date: 04/12/2023
1 starKENNETH P
Date: 04/12/2023
I have had a flip phone for my Mom who has dexterity issues and only has the use of three fingers on each hand. Barley can hold a phone. I have had her account for several years. This morning opened my bill it was over ******. She has no ability to text. Called Lively. They show someone or spam texted her over **** times. As I explained she doesn't have ability to text nor past billing shows her texting..they said they have no ability to stop texts from coming in. What a scam. I had no resolve and they didn't seem to care. I had to terminate account. **** never use this company again and will advise all to stay away. Poor customer service and frustrated. Wouldn't refund anything. Will be following up with FCC to see what can be done.Lively
Date: 04/13/2023
Hello *******, we apologize for your recent experience and appreciate your feedback. Due to FCC regulation for Wireless Emergency Alerts, we are unable to remove or disable the text messaging application from the Jitterbug Flip2 phone as it is needed for this function. However, we do offer an Unlimited Talk and Text plan for $19.99 monthly to avoid excessive usage charges for incoming text messages. In addition, we reviewed your account and show that it was a first time incident that you received a large usage charge. As a courtesy, we refunded your recent usage charge of $104.60 back to your **** credit or debit card that was listed on file. If you have any further concerns, please contact our **************** for additional support.Review fromVictoria H
Date: 04/12/2023
1 starVictoria H
Date: 04/12/2023
I ordered a Lively smart phone for my mom. on the $30 a month plan. First month $39.99, next month $255.65!!!! They state she went over her data but instead of sending any kind of communication they just ********** it compile. Called customer service. What a joke. and so rude and snarky. I can't believe they adverstise their services to the elderly. They seem to take advantage of them. DO NOT USE THIS COMPANY!!!Lively
Date: 04/13/2023
Hello ********, we apologize for your recent experience and we appreciate the feedback regarding our notification process! Please be advised that your feedback will be forwarded to our development team so we may improve our process when alerting customers when exceeding their assigned plan.Review fromThomas P
Date: 04/10/2023
1 starThe most obnoxius customer service people I've ever encountered = for a business dealing with ***********'s unexusable! I've heard they hire prisoners to answer calls =Review fromDeborah C
Date: 03/31/2023
1 starDeborah C
Date: 03/31/2023
We were sent 2 jitterbug flip2 phones and neither one would activate. On phone for HOURS with customer service trying to resolve. Decided to return both phones for credit, they give you the run around about it takes 21 business days to process the return before issuing a credit - but at the same time charging you for a monthly service that you can't even use. The customer agents are nice but can't really do anything - if you request an escalation - the supervisors are RUDE, if you ask for their supervisor - they tell you someone will call you in 48 business hours. THAT'S A LIE, never received one call from them. It has been over the 21 business days and we are STILL fighting to get our money back. NEVER NEVER NEVER do business with this company. They are a RIP OFF!!!!!!Lively
Date: 04/06/2023
Hello, thank you for your feedback and bringing this to our attention. We are very sorry to hear about your experience regarding your handling your refund. Using your email address, we were unable to locate your account and review the refund status. If this issue has not been resolved please contact our customer service for a update on your refund.Review fromJeanine G
Date: 03/22/2023
1 starJeanine G
Date: 03/22/2023
I am extremely unhappy with Lively. My husband and I have Smartphone 3 since last year. Had previous phones and the service in the past with Great Call. I changed the service carrier January 14, 2023 because of monthly cost. When I switched service carrier it seemed everything went smoothly, until I tried to setup my voicemail message. When I tried to setup the message is SYSTEM ERROR. Went back and forth with Lively about getting this resolved. I have spoken to multiple reps and they told me their is nothing they can do. I contacted my current service and they said all I need to do is find out where I can put my our new voicemail access # goes. I contacted on March 15th Lively again and was told it is a Software issue. I asked to speak to a Supervisor and was told no and have a good day and was hung up on. How RUDE.If the transfer was done correctly in the first place I would not be going through this. I even contacted *********** the manufacturer to see if they could help. He even reset it and it did not work.Voicemail is very important to have which I consider can be an emergency and I can't believe I am going through this. I feel as if I am being punished for changing carrier service. I would like to have this issue resolved or compensated.******************Lively
Date: 03/24/2023
Hello **********************, we are sorry to hear that you are experiencing issues with the voicemail on your Jitterbug Smart 3 phone. We were able to access the account using your email address. A review of the account does not show any calls to our **************** since your account was disconnected. Unfortunately, we are unable to assist you with any voicemail errors you are receiving because the phone is no longer connected with Lively. You would need to contact the new carrier for assistance with the voicemail service. Furthermore, the Jitterbug phones were specifically designed to work on the Lively network and are unlocked per nationwide standards however, we cannot guarantee the phone will work with another carrier.Review fromAugustus C
Date: 03/20/2023
1 starAugustus C
Date: 03/20/2023
The administrative customer service of this company is worse than horrendous. They seem to have no ability to understand, document and manage the fact that the person wearing/using the device may not be the person who is managing/paying for the account. Lively needs to work on creating an entire account management workflow to be used by the person managing the device on behalf of the end-user. Chances are, the person using the Lively device is not capable of navigating the account management website, or even dealing with Lively (administrative) customer service. Trying to set up/modify payment method, or cancel the service is a nightmare. I got it done, but yikes it was bad and the service reps were hostile. Three trips to the *** for a root canal would be a better experience.Lively
Date: 03/21/2023
Hello, thank you for your feedback and bringing this to our attention. We are very sorry to hear about your experience regarding handling the account for your loved one. Using your email address, we were able to locate your account and will review the calls for service improvements.Please also keep in mind that only the account holder and authorized contacts can make changes to the account and this is for security purposes. Also, anyone can be added to the account by the primary or billing contact.Review fromMargaret W
Date: 03/19/2023
1 starMargaret W
Date: 03/19/2023
I've had this phone service for a number of years. Their customer service has been mediocre at best, and now it's atrocious.My phone has been inoperable since the "update." I've gone around and around with them about a "fix," which entails long waits on hold, only to reach someone who is not helpful and appears uninformed.The last straw was: Being told to open the phone and remove the battery, which as a senior with arthritic hands I declined to do.Leave the phone on the charger for 3 days, then input a series of codes to see whether the update had been installed.Three days with a dead phone, unable, of course, to dial 911 in an emergency.I do not understand why they can't fix this problem remotely, without asking the customer to jump through all of these hoops themselves.The phone was touted for ease of use by Seniors, and it's nothing of the sort.There was no response when I asked about a credit for the period the phone was unusable.I'm researching for another phone and carrier, and wouldn't recommend this company to my worst enemy.Lively
Date: 03/20/2023
Hello ******************, we are sorry to hear you have been experiencing issues with the Jitterbug Flip phone. We have located your account using the email address and will contact you shortly to provide a resolution.Review fromSteven W
Date: 03/14/2023
1 starSteven W
Date: 03/14/2023
Open an account with lively the next day canceled the account and they charged me for a month service. Tried to get the money back but not able to. It seems they have a theft policy take the money and give you nothingLively
Date: 03/16/2023
Hello,We apologize for your recent experience. We were able to locate your account and have provided a refund of $33.18 back to the credit or debit card on file. You will notice the refund within the next 2-3 business days.Review fromPeggie W
Date: 03/07/2023
1 starPeggie W
Date: 03/07/2023
My elderly sick parents depended on the jitterbug phone for emergencies and their phone was not functional for over one month because the company told them that they needed to change the software in the phone. My parents were still charged for the month of a non-functioning phone. They told my mother she still had to pay for the month that the phone was nonfunctional even though the nonfunctional phone was because of their software issues.Lively
Date: 03/09/2023
Hello, we are sorry to hear of your experience. Please send us an email with your account information to our **************** so we can help locate your account and further assist. We can be reached at ******************************************** We look forward to hearing from you and resolving this!
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