Reverse charges with Mobily (Riyadh)

Hi

This is quite a specific question so not sure if anyone can help but you never know! I urgently need to contact my UK bank. They have given me a number which should allow me to reverse the charges to them but I don't understand how to do it. When I call the number Mobily says press star then 9 plus Mobily number but it doesn't work.
I can't find anything on the Mobily site and am dreading going to a shop because of the lack of English!

Thanks for your help anyone!

Sarah