Declined Charges:
On occasion, we may encounter an issue with processing a charge for a customer while they are traveling. The vast majority of these issues are caused by a restriction on international charges (that has been applied by the provider of the payment method being used).
Please be advised that charges from Mobal will originate from our head office based in the UK. Therefore, we would recommend that you contact the provider of your payment method and advise them to expect UK based charges from Mobal Communications.
Should an issue arise, we will attempt to contact you via email using the email address that is associated with your Mobal account. This email will contain details of the decline (and confirm the payment method the issue relates to) and prompt you to access your online account to resolve the issue.
For declined charges that exceed $100, we would need to hear from you on the same day that the issue occurred or your Mobal service will likely be suspended at the end of that business day. For charges under $100 you will have 2-3 days to resolve the issue before further action will be taken.
The suspension of your service is something that we would not take lightly but in some circumstances, it is a necessary precaution to protect both Mobal and our customers.
If you ever receive a message and you are not 100% sure if it is from Mobal, you can either contact us directly by sending an email to support@mobal.com or simply login to your Mobal online account (MyAccount) to view a record of the declined charge.
Any charges that you incur from Mobal will usually display a reference of “Mobal.com”.