mobiles.co.uk are they trying it on? NOW RESOLVED

bindiboo · 26 August 2009 at 11:01PM

hi

My hubby took out a new contract with mobiles.co.uk in Feb 09, (connection month)

according to their t & c's

"Please send your bill at the months indicated above. ie, months 6, 9, 12, 15 &/or 18 as appropriate. For the avoidance of doubt the month 6 bill will be the bill dated in the month that is six months after your connection date (the date displayed on your invoice).. E.g. If connected in January, the sixth month is July so we need to receive your bill dated in July within 30 days of the date of that bill. All other bill dates are calculated in the same way."

Now as he was connected in Feb his 6th month by my calculations is August.

So when his August bill came, I sent it off by recorded delivery with in 48 hrs and well with in the 30 days period. My hubby received a email promptly the next morning stating that they had received his cashback claim.

Today my hubby has received this email.

"Hello,

We have received your line rental claim-thank you.

However, the bill you have sent us is your bill dated 2nd
August 09. To have received your first claim we required
the bill dated 2nd July 09 within 30 days. Since that has
now passed you have missed your first installment of the
claim. To receive your second installment of the claim we
need to receive the bill dated 2nd September 09. Please
send the full/original bill to us by Royal Mail
recorded/special delivery so we receive it by 1st October
09 and we will continue to process your claim.
Alternatively you can download the original bill from your
network's website and e-mail it to us at
[EMAIL="cashback@mobiles.co.uk"]cashback@mobiles.co.uk[/EMAIL] within the correct time frame."

Anyway I was a little amazed by this and have replied

"hello

I would like to quote your t & c's regarding cashback.

"Please send your bill at the months indicated above. ie, months 6, 9, 12, 15 &/or 18 as appropriate. For the avoidance of doubt the month 6 bill will be the bill dated in the month that is six months after your connection date (the date displayed on your invoice).. E.g. If connected in January, the sixth month is July so we need to receive your bill dated in July within 30 days of the date of that bill. All other bill dates are calculated in the same way."

I would like to remind you that my connection month was in Feb 09 making my 6th month August hence the reason why I sent you the 2nd August bill. I have followed your t & c 's correctly so will expect mobiles.co.uk to honor this cashback claim.

If you require any further information, please do not hesitate in contacting me. "

So guys will wait to see what they say about this...

ANyone else had them say this or could it be a genuine error?

mobilejunkie · 26 August 2009 at 11:16PM

You won;t get anywhere through normal channels. They ignore their own t&c when it suits; I am already we'll aware of this happening and I know why. Like other cpw clones, they follow their own unwritten "version" of their t&c when it suits.

By posting on here the rep is likely to spot it and is presenting a whitewash for the unitiated. Push it on here and he is most likely to sort it out. However, be prepared to sue if he doesn't. I can help should that be necessary - I have a lot of experience with that. Don't worry - they haven't got a leg to stand on. I also have copies of the previously actual t&c (sounds like you have too - you will need those should it go to court).

Stand your ground and you can get the money due one way or another, even if it means they kick and scream and end up paying more (it will be cpw you sue).

OneADay · 26 August 2009 at 11:17PM

What was the date on the invoice?

Not excusing them - trying to understand their "logic".

These 6th, 8th bill NONSENSE is the primary reason I have not done any more cashback claims with them since 2005 (through CPW) - mine were all successful but a pain I recall with all these idiotic wordings.

OneADay · 26 August 2009 at 11:31PM

bindiboo, send a PM to this mobiles.co.uk rep http://forums.moneysavingexpert.com/member.html?u=819635 and explain the situation.

On basis of what you have stated, I cant see how you are wrong - they are talking out of their wotsit-side.

I have taken to using Excel to make sure brain cells are working the month numbers out properly and as far as I am concerned you are right.

So come on mobiles.co.uk

DO THE RIGHT THING OR I AM GOING TO BE EVEN MORE ANNOYING THAN MOBILEJUNKIE ON THIS FORUM.

Quentin · 26 August 2009 at 11:31PM

Another has reported exactly the same problem with this cpw company in this thread:

http://forums.moneysavingexpert.com/showthread.html?t=1873989&page=9

See post #173

And we have seen lots of similar problems with other cpw companies trying this on. See the e2save problems thread.

If your appeal gets nowhere, then consider going down the LBA and MCOL route. (See the e2save problems thread for more info).

mobilejunkie · 26 August 2009 at 11:37PM

I know why this is happening. I have been expecting more like this. Having defined their own t&c very clearly originally they now use their own ways of doing things - which totally ignore the actual written (and perfectly clear) t&c. It is very typical of all cpw companies and so the remedy is also very well established. However, I am confident that the rep on here will want to please those who still actually believe that they are a "fair" company and so will sort it for the OP.

Perhaps those who defend this company should ask how many people have suffered a similar treatment and gone unheard because they have NOT found their way onto this site. So far only two with this particualr problem have found a voice on here - many of the others won't have been so fortunate.

No doubt the rep will say I don't know what's going on - but he is as usual quite wrong. I know exactly what is happening here.

bindiboo · 27 August 2009 at 1:48AM

i have just pm'd the rep, lets see what they come back with..

I know to hold me ground with this one and yes I do have a copy of the t & c 's as past experience has always taught me to be cautious!!!

OneADay · 27 August 2009 at 7:11AM

Just a further thought - the wording of the T&C is mis-leading or probably has become misleading over time.

Do they want the 6th bill or "month" 6 bill?. Month 6 is July in which case you could say they are right. I would suspect its the 6th bill they want (as is normal with other companies). In past the mobile company would send a bill a month after usage. So if connected in January, you might get a bill towards end of January or early February (and then your sixth month and bill becomes July).

But the wording of the T&C says in example "if you are connected in January, the sixth month is July" - thats not true as mobile companies bill one month in advance so the sixth bill and month is June.

And in this particular case the month 6 is July but the wording of the T&C suggests its got to be August.

Sort it out mobiles.co.uk before this gets to courts and more people start claims.

Guys_Dad · 27 August 2009 at 8:32AM

OneADay wrote: »

But the wording of the T&C says in example "if you are connected in January, the sixth month is July" - thats not true as mobile companies bill one month in advance so the sixth bill and month is June.

And in this particular case the month 6 is July but the wording of the T&C suggests its got to be August.

Sort it out mobiles.co.uk before this gets to courts and more people start claims.

On this occasion, I am right behind MJ, Quentin et al. It has come up before and mobiles.co.uk have got to get their admin and t&c right.

There should be one hymn book, it should have the correct words and all of the choir should be properly rehearsed and singing from it. The site is absolutely clear on what it says, yet the claims department seem to be blissfully unaware of what is on it.

Quentin · 27 August 2009 at 8:55AM

OneADay wrote: »

Sort it out mobiles.co.uk before this gets to courts and more people start claims.

The mobiles.co.uk rep has boasted that they do 7000 phone sales in a week.

It would be naive to think that only the two cases reported here represents the full picture of their customers being cynically denied their legitimate claims like this.

This must be the very tip of an iceberg.

But this is nothing new from cpw - only the online name has changed!

CPW companies are renowned on MSE for trying this on! One even got MSE Martin to help them promote a deal when all along they intended to use this trick of changing their interpretation of the ts + cs to not pay out.

Luckily for anyone who comes here MSE Martin publicly took them to task, but all this doesn't help the vast majority of the cpw customers who don't come here and are taken in by their unfair methods.

http://forums.moneysavingexpert.com/showthread.html?t=520694

Mobiles.co.uk_company_representative · 27 August 2009 at 9:14AM

Quentin wrote: »

The mobiles.co.uk rep has boasted that they do 7000 phone sales every day.

Hi all,

Quentin, just for a change you're incorrect, I said we have around 7,000 customers a week.

Bindiboo, I have replied to your PM - please follow this up with the cashback team. Without knowing on what date your phone was connected I can't comment, but all claims submitted within T&Cs are honoured.

Regards,

mobiles.co.uk are they trying it on? NOW RESOLVED

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