Mbrella applies 18 automated validation checks on each charging report. This allows us to ensure 99.8% accuracy (compared to the industry standard of 86%). So errors are rare, but if they do occur, we're happy to help you resolve them quickly.
We strive to be as transparent as we can about the charges we apply and the invoices we create. But sometimes the information you see on your invoice might not be clear. If you want more explanation about your invoice, here's what you can do:
Check your D'Ieteren Energy by Mbrella dashboard: You can view your charging history and details of each session, which should match your invoice.
Contact customer service: If you still have questions after viewing your dashboard, you can contact D'Ieteren Energy by Mbrella support.
Gather information:
Gather all relevant details about the billing session in question, including date, time, location and amount billed.
The reason why you believe the charge is incorrect.
Any supporting evidence (e.g. screenshots, receipts).
Contact us via our in-app support chat or send an e-mail to charge.support@mbrella.eu with the subject line “invoice dispute”.
Wait for the reply: our support team will examine your complaint and inform you of their findings.
💡 Note that it's always best to raise any concerns or questions as soon as possible after receiving your invoice or noticing a disputed charge. This helps ensure a quicker resolution process.