Very disappointing and misleading…
Very disappointing and misleading customer experience
I cannot recommend MoPla.
I purchased a Deutschlandticket because my friend was visiting Germany only for a short period (21–28 July). I wanted the subscription only for those days, not for the following month.
During the purchase process, I did not notice any clear warning that buying the ticket after the 10th of the month would automatically commit me to paying for the following month as well. I only discovered this immediately after completing the purchase.
Within just a few minutes, I contacted customer support and explained the situation. The ticket had not even been used yet.
I did not ask them to ignore their policy. I simply asked for a goodwill exception because the ticket was only intended for one short visit.
Instead of reviewing my case individually, I received template responses explaining the cancellation deadline without addressing my actual request.
Advertising a service as "simple", "fair", "flexible" and "pay only when you need it" creates certain expectations. My experience was the exact opposite.
Good customer service means listening to customers, especially when they contact you immediately after making an honest mistake.
Unfortunately, I cannot recommend MoPla and I will choose another Deutschlandticket provider in the future.
UPDATE – AND THIS EXPERIENCE GOT EVEN WORSE
After I posted this review, MoPla challenged its authenticity on Trustpilot.
I therefore had to spend even more of my time proving that my experience was real. I submitted payment receipts, my cancellation request, MoPla’s own emails and correspondence, and evidence of the additional €63 payment.
Trustpilot reviewed my documentation and marked this review as VERIFIED.
What I find particularly disappointing is the way criticism was handled. Instead of focusing on the underlying customer complaint, finding a solution and considering how the customer experience could be improved, the authenticity of my documented review was challenged.
And the story did not end there.
MoPla had already told me in writing on 24 July that my cancellation was registered and that “Eine erneute Kündigung ist nicht notwendig” — no further cancellation was necessary.
Yet in August, the app still displayed “automatic renewal” and told me that cancelling would only take effect on 30 September 2026. The cancellation process also asked me to confirm acceptance of the Terms and Conditions again.
I refused to do that.
Instead, I contacted MoPla again in writing, quoted their own previous cancellation confirmation and formally objected to any September renewal or additional €63 charge.
Only after this further intervention did I receive written confirmation that my subscription is cancelled effective 1 September 2026.
My advice to other customers: read every subscription condition extremely carefully, keep screenshots and emails, check the status of your subscription even after receiving a cancellation confirmation, and do not blindly accept new Terms and Conditions just because an app asks you to do so. Read and understand exactly what you are agreeing to first.
I originally left a one-star review because of my customer experience. Having then been required to prove that this fully documented experience was genuine has only reinforced my opinion.
Unfortunately, one star is the minimum Trustpilot allows. Based on my personal experience, even that feels generous.
I cannot recommend MoPla.