If you have queried a charge with your payment provider, please be advised that it will create a dispute / charge-back.
Your payment provider will then contact us (via our payment processor) to discuss the dispute and they may request information / documentation regarding the charge that has been queried.
Unfortunately, this whole process can take some time to complete and it is highly likely that (while the payment provider are querying the charge with us) they will deny any more payment requests we make. For that reason, we would likely suspend your service while we deal with the query.
Some disputes / charge-backs can last 3 months (maybe even longer) and as we understand that this is a long time to go without service, there may be some alternative solutions we could offer you!
Resolution Options:
Please note that the solutions below may not be available in all cases (as different restrictions apply to the various products we offer) and so if you have raised a dispute / processed a charge-back but you are unsure how to proceed, we would recommend that you contact our support team directly to discuss this further: charges@mobal.com
Option 1 (Signed letter of authorization) –
If possible, we will send you an email advising that a dispute has been received and this will include a brief explanation of the charge.
Within this email, there will be a section for you to sign & print your name. Please note that you must print off the email and sign it by hand as the payment provider will not accept a computerized signature as proof of authorization.
However, we only have a small window of time to respond to the dispute and so this option may not always be available.
Option 2 (Re-charging the queried amount) –
If we have already responded to the dispute and you request reconnection, we would need to recharge the queried amount to either your existing payment method or to an alternative payment method.
If the dispute is then resolved in our favor, we will refund you the duplicate charge that was billed to your account.