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We have just returned from our 10 day trip to Japan. We bought 3 x 16 day sims from Mobal and from the very start there was problems. Very poor instructions which we followed exactly to no avail. The problem was then compounded by their awful and non existent customer service. Nowhere to phone or no shops on the ground. Just an email address. So I emailed and after about 36 received a generic email back. Then I got an email from a real person with no help whatsoever just stating the obvious and providing links to troubleshoot that were not the issue.
So I emailed back and this continued for a number of days with different customer service employees asking all the basic questions like "check that your phone is unlocked and able to take this Sim." Throughout this time 3 members of my family are without any phone service and had to rely on roaming charges from their supplier back in Ireland. I eventually gave up corresponding with their customer support as it was infuriating and rubbish. I went out and bought an over the counter 7 day unlimited data plan for €30.
My email inquiry for specific information that is lacking on the website was answered in two days, however, I was told that, indeed, the specific information was on the website. Evidently, the person answering my email did not understand my question, or was not willing to give me a straight answer. This is not acceptable to me, thus I will not attempt to do business with this company; at least not at this time.
My husband and I both got sims for our trip to Japan. We arrived on different days and when my husband got to Japan the sim wouldn’t connect despite having activated it well in advance. He had to struggle to get to the hotel and call them to get it working. Then you get charged for everything. I couldn’t text my husband with the same service without getting charged, or make a toll free international call without getting charged. So I hope you never need to text your travel companion or call your bank. Then there is the data cap that is the same for 1 week or a month and when you hit it data slows to a crawl.
You also can’t use your phone as a hotspot so I hope you don’t have other devices. If we go back we will either rent a Mifi at the airport or use the free ones that nearly every hotel and Airbnb offers. I did have my bank reverse the charges and after their extensive investigation (2.5 months) they did rule that Mobal grossly misrepresents their product and sided with us.
The company claims they will not charge you for data if you don’t use it, but they will. The second month of service my bill was $80 instead of $10 because they claimed I used data. I had a mystery amount of data usage. I decided to test this. I let the phone sit the next month with data and phone off. I received the same mystery data usage. It’s outright fraud. Do not use their service.
Mobal says their service accrue no cost when not used. This simply is NOT TRUE. If you install a Mobal SIM into a Smart Phone, it bills you for data usage even though you use no data, and have not selected their APN. Be careful using Mobal. It's not what you think it is.
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Purchased a Mobal International Phone, specifically for Italy. The phone will not connect to any network. So here I am, in Italy, with no way to contact our guides nor our Bed and Breakfast places. Emailed their support twice, because of course, I can't call. Got 1 response with useless information. I'm thoroughly disgusted. What a waste of money. I should have rented from Cellular One again, as I never had problems with their phones! Don't purchase a phone from Mobal if you plan to go to Italy!
This company has held to their promise to service and rates. I am totally sold on their product.
Sometime in mid-March 2011, I received an electronic message on my landline messaging machine telling me to call a phone number as the matter was of an urgent nature. The electronic voice said that they were calling about my mobile phone. Since I do not have a personal mobile phone, I assumed it was a telemarketing call or a wrong number. After receiving about four or five of these electronic calls, I tried calling the company. When I tried to dial the number, an electronic voice came on to tell me that it was the mobile phones credit department and that I should update my credit information. The electronic voice said that I would not be charged for the call if calling from my mobile phone. I was calling from my landline, so I quickly hung up assuming it to be a phishing, fraudulent call and that my landline phone would be charged for the call.
This past week, on about April 4th 2011, I received another message from this same company, but this time from a live voice named Jemma. I was asked to call back and was told that I could also log into my account online at www.mobile.com. (This was spoken, not spelled out). When I typed in this URL, I was sent directly to a different website. I called the website to see if they were associated with this company or had any record of this company. I had a helpful and lengthy conversation with their fraud and IT department. They recommended that I not speak to Mobile Communications as they were most likely a phishing company trying to get my credit information; confirming my own suspicions.
It was shortly thereafter that I remembered an old cell phone of more than five years ago, that I had purchased from a British company with a New York City address, Mobal Communication, back in 2006 for travels abroad. When I typed in mobal.com, I found the company's phone number. I suspected some kind of fraud or breach of my credit information, and attempted to contact the company to be sure that my credit information and personal information were not being misused. Again, they were very difficult to contact, their NYC number routed me overseas, and I hung up after being suspended on hold and told that I would not be charged if calling from my mobile cell. I suspected I was being charged for my call overseas, hung up again out of fraud concerns, and finally, with a good deal of persistence, was able to locate an email contact for this company.
I explained in a written complaint to this company on their website, that I was not a current customer, as my phone was long out of service and my account closed five years ago. I was contacted by the company via email and was told that there was fraudulent activity on this phone. After an email exchange, the company stated since I did not report this phone lost or stolen five years ago, that they wish to hold me responsible for the fraud charges on this phone of $235.50.
Although I have described to the company the suspicious nature of their methods and attempts to reach me and have stated my due diligence and difficulty in reaching them, they continue to hide behind the original terms and conditions of the five-year old phone purchase. The company has stated that they do not have any obligation to protect their consumers from fraud, and that all fraudulent activity belongs to the customer until the phone, regardless of dormancy, is reported lost or stolen. This company does not appear to have any kind of fraud department, since I have only been contacted by their credit department asking me to update my credit card information. This company acted irresponsibly by not immediately suspending the phone when attempting to charge an old out-of-date credit card and allowing five days of chargeable activity to accumulate on this old, out-of-date account.
I believe the company, Mobal Communication, is culpable for the fraud associated with this phone since they did not have an identifiable procedure or process to determine fraudulent activity on this phone, for acting in a manner closely associated with phishing tactics when trying to reach its customers, for being delinquent in its responsibility to professionally and respectably notify its customers, and by making no customer service attempts or efforts to resolve any differences.
Mobal Communications is unwilling to discuss a compromise and reach a fair settlement, even after I have pointed out that had their company's attempts to reach me has been less suspicious or my attempts to reach them been less difficult, then the charges could have been stopped immediately. I find Mobal Communication's business conduct to be suspicious, uncooperative, manipulative and disreputable.
I would never recommend doing business with this company. They take no interest in the customer, charged exorbitant rates, and make no efforts to deal with fraud. Consumers should note that inexpensive international phones can be purchased in Europe and England for a fraction of the cost of Mobal's rip-off plan! Mobal is a rip-off!
Mobal Communications Company Information
- Company Name:
- Mobal Communications