Fraenk Reviews 

Quite often, on daily basis, I cannot connect to the Internet. With my previous provider it was never the problem, its really going on my nerves, especially when im in public transport and cannot buy a ticket. Ill issue the problem with technical support bit for now I cannot say that im satisfied.

Great until you run out of data or need customer support. What kind of business is this?

Price is competitive against other operators. Services are great. Choice of 2 optional plans. In 5G. Best Network. Ability to increase Data volume by inviting friends.
Unfortunately lacks just 2-3 features such as choosing new numbers, multi-SIM, ability to manage multiple accounts in the same App. Otherwise it's perfect!

Is very good, service is good and customer service also. Super recommended

To: Customer Service Management / Public Complaints Department

Subject: Urgent Complaint - Disrespectful, Aggressive, and Unprofessional Conduct by Service Representatives

This is a formal complaint regarding the severe misconduct of three service representatives during recent chat sessions.

The initial contact was made to resolve persistent internet drops and complete connection failures that have been critically disrupting my work. Instead of receiving technical support, I was subjected to unprofessional, hostile, and dismissive behavior.

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Chronological Order of Events

1. First Chat: First Representative - Language Hostility and Abrupt Disconnection

* Conduct: The representative insisted on communicating strictly in German.
* Aggression: The representative aggressively stated that the chat is conducted in German only and terminated the session unilaterally without offering any technical assistance or routing the query.

2. Second Chat: Second Representative (Tabus) - Dismissive Conduct, Offensive Language, and Gaslighting

* Dismissal of Technical Issues: When reporting a slow connection (1.2 Mbps) and complete drops, the representative argued over semantics:
"So it does work, but it's just slow? That's an entirely different situation to 'it doesn't work at all', though, sorry."
* Hostile and Accusatory Tone: The representative used unprofessional and sarcastic phrasing to attack my communication:
"Yes, as I said, I am willing to assist you, but you came to me asking for cancelation, which I offered, and then you were surprised why I offered that. So that's what I explained to you. I don't really get your surprise there. Your mind seemed pretty made up, sorry if I misinterpreted that."
* Personal Attacks: The representative stated: "I don't appreciate your tone."
* Unilateral Session Termination: The representative sent a long, aggressive message and closed the chat within two seconds, preventing any opportunity to read the text or reply.

3. Third Chat: Third Representative (Ute) - Threats, Obstruction, and Misinformation

* Refusal of Identification: The representative refused to provide the name or employee ID of the previous representative (Tabus).
* Ultimatum: The representative issued a direct threat to end the communication:
"So if you don't want to tell me more about your complaint, I'll end the chat right away."
* Obstruction of Complaint Channels: When asked for an alternative, professional way to file a complaint, the representative blocked the request with false information:
"We do not offer any other way to do this."

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Current Status

* The technical issue remains entirely unresolved.
* Persistent internet drops and connection failures continue to disrupt my daily operations.
* Due to this severe service failure and the hostile treatment received, I am currently searching for an alternative service provider to transfer my subscription.

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Demands

1. A comprehensive review of the three chat transcripts in your system.
2. Disciplinary action against the three involved representatives.
3. Immediate technical resolution of the connection drops by a senior technical team.
4. A formal, written response from a customer service manager regarding this incident.

Customer Details

* Full Name: Amir Meller
* Customer Number: 2217597014

I expect a prompt written response and immediate action regarding my technical issue.

Amir Meller

Amazing amazing experience. The app is simple and love the usability of it. Free 5gb data is appreciated as well. Great concept!

Switched to them because I wanted a sim free experience and it was the best choice. Best carrier in Germany :) Prices are great and they even give out free GB on your data plan. Amazing!!!

First of all 5-6 years ago when i moved my number from Vodafone to Fraenk was all easier and it was a relief for me. Last few months became horrible! Some charges via Paypal didnt went through for somre reason and they sent me a warning that they going to cancel my service. I immediately checked and paid the outstanding amount. That was ebd of february, but then in first days of march they charged me again for february bill and they took €72.79 from my paypal. When i contacted the chat support they told me the cost is of Roaming in Zone 3! 🤯 Roaming outside the EU? Thats not dven possible. And i was all the time at home,didnt travel abroad. I was pissed off because of chat suports behavior. So rude and disrespectful!
How come that you can charge twice for the same invoice that has been paid already? How you can mention ROAMING ZONE 3 traffic when that is not even possible?! I never got an answer after reporting this charges last friday! No one did expained anything nor refumded me the money!
This is beyond disgeaceful how you treat your customers and you will be reported for fraud and sued!!

At first, Fraenk was really good and I always recommended them to everyone because their service and quality was really good. But then, one issue came up and they decided to close my contract and were very short with me and refused to be of any service. What happened was, they had my bank account info and for years everything was working perfectly. Then one month, the money didn’t come out to pay Fraenk which I was not aware of. It happened for a second month. I got an email from Fraenk saying they are closing my account. I contacted them immediately and asked what happened. They said I hadn’t paid, I apologized and said I’m willing to pay immediately. They said no, it’s going to lawyers and they’re closing the account. For €20? Are you serious? They made such a big thing for such little money especially since I apologized and said I want to pay and we can figure it out together. Absolutely horrible service. I paid all in total before they gave it to lawyers, then months later, I get an email from a lawyer saying I owe 10 euros. I have never received another email from fraenk after the last time I paid, that I should pay again or there is still an unpaid invoice. On top of that, there is no way for me to contact Fraenk because you can only contact them through the app. But when your contract ends, you don’t have login details to get into the app to contact them. Absolutely terrible customer service and I’m really astonished that they’re willing to treat people like that. Stay away from them.

I recently switched to Fraenk for my eSIM and the experience has been really positive. Setting it up was quick and straightforward—my eSIM activated in just a few minutes.

The 45GB for €15 plan fits my needs well, especially since I use a lot of mobile data. It’s been reliable so far, and I haven’t had any issues with speed or coverage around Munich.

I also appreciate that their support team speaks English. As someone who’s still learning German, that made things a lot easier when I had a small question about setup.

When I signed up, I used a friend’s code (AGAA3), which made the process easier. Overall, I’m very happy with the switch — simple, fair pricing and no unnecessary fuss.

On 1 January 2026, I received an email saying my contract was interrupted, despite having a 2-year contract and automatic monthly payments of $10 via PayPal.

They claim I didn’t pay for May 2025 and even September 2024, which is absurd. Payments worked for all other months including October 2025. If they could charge me for later months, why not earlier ones?

I received no notifications, no reminder emails, and no SMS about any alleged arrears. Instead, they terminated my contract unexpectedly and completely blocked my account, so I can’t even log in to verify anything.

My phone number hasn’t changed and is used for banking and other services. This was handled in a highly unprofessional and irresponsible way.

It looks like they plan to close the business and kick out all old customers.

Customer number: 2212855847

I have had very positive experience with Fraenk. The price is very competitive with a very stable connection (both upload and download). Plus I received my SIM card one and half day after ordering it. One can have +4GB by using this code THIS39 when ordering.

Compared to traditional German mobile operators, Fraenk is definitely an improvement. But overall, it's still a company with terrible customer support. For some reason, they keep forcing users to use their app. When everything they offer can be done in a web browser. There are restrictions on new PayPal accounts (you can't use them if they're less than 90 days old), so you're forced to use direct debit instead. You also can't switch from direct debit to PayPal once your account has 'matured'. You can only terminate your SIM card with one calendar month's notice. After you terminate your contract, you can't access your old invoices - you're just locked out of everything, like an anonymous prepaid SIM you get from a kiosk. It's very frustrating when you're forced to use a direct debit because you don't know exactly what you're paying for. All communication with support is possible only through a chat on their website, where you have to bypass a dumb 'AI' bot first.

I am not satisfied. First of all the network indoors is very bad. Also no network outside of europe.. this is not clearly stated on their website. Is that normal that i am in a transit or in a country outside europe and do not have even a network to get an otp sms!

AVOID AT ALL COSTS!! I've been using them for some months now and they over charge you without you knowing. They gave me 2 numbers when i didn't sign up for 2 but only one and they have been charging me for them ever since. Also not to mention there useless customer service chat. Very rude and useless. i wish i read these reviews sooner.

Activated my eSim last month and happy to say that not only coverage is awesome, the price and service is amazing. And now, I just received extra 5GB! Totally recommend, process was quick and easy :)

Always getting free data upgrades, no nasty spam calls absolutely amazing happiest I've ever been with a phone plan

Everything I ever wanted from a provider.
Moving from Vodafone was a pain and tbh the customer support was a bit incapable / I had to msg them multiple times because something went wrong but Now I am in heaven. No hidden cost and the app is so smooth.
Speed is great and just seamless roaming !

Edit: They do not offer Calling Outside of the EU which is a bit of a turnoff now that i need it on a trip recently. Happy to pay by the minute. Not sure why they dont offer it.

I just canceled my old sim card and registered for them here. All went okay and got my customer number and then after 30 mins I got an email that we can't give you a contract and that's it! No single explanation why. I mean like what the hell?
So I went into live chat and same stroy, they were like yes your contract is rejected. And when I was asking for the reason, they said we can't tell you! Can you believe it? What kind of customer support is that then?
Another chat support told me "for data protection reasons we can't tell you"!
Whose data protection? It's all MY data there. Ridiculous and terrible customer support.
And yes, they end the chat oneway without asking you!

Omg, where should I start? I haven’t met any customer service end the chat without confirming with the client! But the customer service in Fraenk can reach the lowest customer service on the planet. The customer service name is Julian and another guy I forgot the name. Both of them ended my chat without confirming with me if I have other question! They are very very rude and they both sound like there is nothing to like in their life anymore. No wonder they found the job as the customer service and make other people’s life miserable as well. They need to get fired ASAP.