Kogan Mobile

When you set Kogan Mobile to recharge automatically you get charged $200. But when you recharge manually you get charged $165. So loyal customers are punished with an extra $35 fee for their loyalty. Next year I am switching to someone else. Coverage in Ashfield, NSW is abysmal.

Not great start. Haven’t connected my new mobile plan because sim card hasn’t arrived after 2 weeks. Bot sure if plan has started already if it has Ive lost 2 weeks no calls

Poor reception compared to Moose mobile. I change to Kogan mobile from Moose mobile as the price was very appealing but I realised the receptions at my workplace in Brisbane is very poor. Show reply

Slowest mobile service I have ever used – Very slow service. 2:30minutes to open one website. Wasting so much time on slow mobile internet Show details

I have been with Kogan Mobile for four years now and have always been more than happy...Try and get better mobile plans bet you won't...For around ten dollars a month with lots of data unlimited text and talk you just can't go wrong...Kogan also has and always had great after sale and all around customer care and service..Highly recommend Show details ·  2

Excellent customer service from Shanawaz! I recently needed help with a SIM swap with Kogan, and Shanawaz was extremely helpful and patient throughout the process. He explained everything clearly, guided me step by step, and made sure the issue was resolved. I really appreciate his professionalism and friendly service. Thank you, Shanawaz, for your great support! Show reply

My dad lost his phone and had to cancel the simcard and get a new one, the guy Shahv (Sorry I forgot how to spell it) was very helpful, and addressed all the questions we had. He was able to help us with our situation quickly and was very kind! Show reply

Fantastic support from Joseph and the team! I am an existing Kogan Mobile customer and purchased a 365-day Switch Week voucher. I didn’t realize that in Australia, loading a new Kogan voucher overrides your active plan and starts immediately, rather than queuing up. As a result, I accidentally wiped out the remaining month on my old plan. I… Read more ·  1

contacted customer service, and Joseph and the team were incredibly helpful. They immediately looked into my account and extended my new expiry date to the end of the month so I didn't lose out on what I'd already paid for. They also kindly explained that in the future, I should wait until my current plan fully runs out before loading a new voucher. Excellent, fast, and understanding service. Thank you, Joseph and team!

Muzammil was a major help in fixing my data and getting my account swapped. However the staff I spoke to previously was very disrespectful and hanged up on me when the time hit 8pm. Thankfully muzammil could help me today and we fixed the problems that the other staff could not

DO NOT BUY FROM KOGAN MOBILE Complaint case number 77602217 Extremely disappointing customer service and after-sales support on Saturday, 22 August at approximately 8:36 am. I contacted Kogan Mobile customer service because I had several questions about an issue I was experiencing. Unfortunately, the staff member did not properly address my… Read more

questions.

Her responses were extremely slow, and throughout the interaction, I felt that she was unwilling to properly assist me. Her attitude and manner of handling my enquiry were highly unsatisfactory and unprofessional.

What was most unacceptable was that she suddenly hung up the call without resolving my issue, answering my questions, or providing any explanation whatsoever.

I then submitted a formal complaint, but I still received no meaningful response.

So, as a customer, what am I supposed to do when customer service refuses to properly assist me and then ends the call?

This is not the level of customer service I would expect from a telecommunications provider.

Think twice before buying Kogan Mobile. A cheap mobile plan is not worth it if you cannot get proper support when something goes wrong.

Based on my personal experience:

❌ Extremely poor customer service ❌ Unprofessional handling of enquiries ❌ Call ended without resolution or explanation ❌ Complaint left without a meaningful response ❌ Extremely disappointing after-sales support

I would NOT recommend Kogan Mobile.

If you are considering signing up, my advice is simple: DON’T just look at the price. Consider what happens when you actually need help.

For me, this experience was enough to lose my confidence in Kogan Mobile completely.

Complaint case number 77602217

Kogan’s refund process is an absolute nightmare – countless calls and still going nowhere Absolutely appalling customer service. I have now spent HOURS and made multiple calls to Kogan Mobile trying to get a refund that Kogan themselves told me I would receive. I was on a SMALL 24MTH service and was going over my data, so I called Kogan for… Read more

advice. They recommended I purchase the EXTRA LARGE plan, then call back so they could activate it and refund my previous service. I followed their instructions exactly.

The new plan was activated, only for me to then be told I needed the voucher code AND order number from my previous service to get the refund.

Here is the ridiculous part: the voucher they want is from over a YEAR ago. I no longer have the original email because, unsurprisingly, I deleted an email from 2025. I have searched BOTH my Kogan and Kogan Mobile accounts and the 2025 purchase isn't even showing there.

Yet Kogan can somehow tell me the exact purchase date, plan, amount and other details of the transaction — but apparently cannot tell me the voucher code they issued themselves.

I have repeatedly explained that I DO NOT HAVE THE CODE. I've provided the bank transaction reference, searched my accounts, and attached every voucher/order I can find. None is the one they're asking for.

And despite explaining this repeatedly, I keep being told: “We need the voucher code.”

I KNOW. I DON'T HAVE IT. YOU CAN'T RETRIEVE IT. SO WHAT AM I SUPPOSED TO DO?!

I've wasted an absolutely ridiculous amount of time calling about something that should have been a straightforward upgrade and refund. I'm now being sent around in circles because Kogan's own systems don't give me access to the information they're demanding.

Kogan needs to take responsibility for finding an alternative way to verify a purchase that THEY can already confirm exists. I just want the refund I was promised when I followed your instructions. Please have someone senior actually investigate this instead of telling me for the tenth time that you need a voucher code I cannot possibly provide.

This is regarding a call with one of the call agents, Muskaan. They were lovely during the call and efficiently helped me change my plan. Sadly Kogan doesn’t allow us to do it ourselves but that’s how it goes I suppose. Agents are usually quite good when called. Show reply

Was talking to first Kajal and then Joseph who were very helpful and guided me through what I needed to do changing my mobile plan very patiently Thank you Kajal and Joseph Show reply

Just did a change using Helpdesk member Muzammil. Very helpful, good support and achieved what I wanted. Recommended for a cheap solution in the Vodafone arena. Show reply

I've been with Kogan for many years now with no issues. Coverage is pretty good especially around metro areas. I don't often need any help, but I did just now with my recharge voucher and Krisha was extremely helpful. Thanks Krisha. Show details ·  1

After a few frustrating attempts to switch my esim to a new device via the website I called through to support and Hitesh answered. He sorted it all out very quickly and with fantastic service. Thank you Hitesh! Show reply

I ordered a yearly plan, but somehow I couldn't use the voucher to apply it to my old number. It was a bit frustrating. But when I called Kogan Mobile help service, I didn't have to wait long to be served. Shahnazac was on the other side and quickly solved my problem. I am very thankful for this good customer care. Thank you! Show reply

As a person ages, it gets a little harder to navigate with technology. I had to contact Kogan today to initiate my new 365 day prepaid plan, I dealt with Muzammil, who I must say was extremely helpful and friendly. Muzammil assisted me and had what I was trying to do completed within seconds! I could not be happier! Thanks again Muzammil, I hope that you get this feedback. Great job. Show details ·  1

I purchased a SIM card through the Kogan website on behalf of my father, and this decision has proven to be a significant mistake. From the outset, the process was frustrating and poorly managed. We attempted to activate the SIM online but encountered issues due to incorrect information entered on the form, necessitating a phone call to your… Read more

support team.

The first representative was somewhat courteous by informing us that we needed an account number from my father's existing telecommunications provider. We complied and called back within minutes. The second operator instructed us to hold, which we did. However, after being put on hold, a third representative abruptly began speaking to us without any introduction, simply claiming to be “customer service.”

What followed was an appalling display of incompetence. The representative wrongly asserted that we had purchased the SIM card via the Kogan app—an outright falsehood—and proceeded to tell us that we had bought the wrong SIM card. At this point, my father expressed his confusion, which was met with condescension and insults from the representative, who then dismissively said, “let me tell you in basic words.”

This level of customer service is utterly unacceptable. Kogan, your support staff are ill-informed, rude, and demonstrate a shocking lack of professionalism. As long as I live, I will strongly advise anyone I know against trusting your company with their mobile service. Your appalling customer service and substandard support are a disgrace to the industry.

Exceptional Customer Service from Kogan Mobile Customer Care team I want to recognise an exceptional Kogan Mobile Customer Care team member who turned a frustrating situation into a genuinely positive experience. After two previous calls on 10 and 12 August failed to resolve my issue, I called again on Thursday 13 August at 6:55pm. The team member… Read more ·  1

I spoke with demonstrated excellent listening skills, patience, initiative and strong problem-solving ability. He asked the right questions, investigated the matter thoroughly, took ownership of the issue and ultimately secured my $200 refund. What impressed me most was his determination to find a solution rather than simply provide another response. Sadly, I’ve misplaced his name, but I hope Kogan can identify him from the call details and pass on my sincere thanks. He is an outstanding representative of Kogan Mobile and a real credit to the organisation. His commitment to getting the right outcome for me was genuinely appreciated, thank you Sir.