I signed up for the service for a year but hardly used it. Unfortunately, I forgot to turn off the auto-renewal on my payment account, and my subscription was automatically renewed on November 29. On that same day, I got an email confirming the renewal. I tried to cancel it by logging into my account, but I was unable to do so through both the website and the app. I have sent three emails to the support team asking them to cancel my subscription and refund the $199 USD charged to my credit card via PayPal. My first email was sent on December 2, followed by emails on December 16 and January 5. Despite the website stating, "Have a question or need assistance? Reach out by email or start a chat using the messenger in the bottom right corner. We'll get back to you as soon as possible!" I still haven't received a response to any of my emails. Furthermore, I couldn't locate the chat messenger they mentioned. This lack of response is unprecedented for me, and I am struggling to understand why they haven't reached out despite their promise of quick assistance and my multiple attempts to connect. As a result, I cannot recommend this service based on this frustrating experience.
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At Moby, we take customer service seriously. If you ever have an issue or concern, please don’t hesitate to reach out to us directly at support@moby.co — we’re here to help.
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We want to be transparent: the majority of our negative reviews are about refunds. We refund every customer who requests one, no questions asked. However, since Moby is a mobile app, refunds are processed through the App Store or Google Play Store, and unfortunately, we don’t control the speed or outcome of that process.
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So if you’re having an issue, please email us before leaving a negative review — we’ll make it right.
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