Complaints
Tell us when we get it wrong
Every complaint is read by a person, answered, and used to fix what went wrong. Here is how to raise one and what happens next.
How to complain
- WhatsApp or call +92 317 8600078
- Payments helpline: 0370-8199951
- Email: support@mobilistan.pk
- In person: Al Sami Plaza, Art School Road, Quetta
You can complain about anything: a payment, a phone, a lock, a partner shop, or the way any member of our team treated you.
What to tell us
- Your name and the WhatsApp number on your plan
- Your phone’s model or the last four digits of its IMEI
- What happened, and when
- Any transaction reference, screenshot or photo that helps
- What you would like us to do
What happens next
- We acknowledge your complaint within three working days.
- A manager who was not involved looks into it, checks our records, and speaks to you and to anyone else involved.
- We aim to resolve it, and tell you the outcome and the reasons, within thirty days. If it will take longer, we tell you why.
If the complaint is about how a sale was carried out under our Musawamah structure, we also refer it to our Sharia advisor, Al Hijrah Sharia Advisory Services, and share their view with you.
Our promise
Raising a complaint never counts against you. It does not affect your plan, your phone or any future application.
Our staff and partner shops must treat you with respect. They may never threaten you, shame you, or contact your employer or community about your account. If anyone does, tell us and we will act.
If you are not satisfied with our answer, you may take the matter to the consumer court or civil court, as set out in our Terms & Conditions.