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Citymain Administrators/Buymobilephones.net
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# 1
kolin
Old 22-01-2010, 10:17 AM
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Join Date: Jun 2008
Location: Leeds
Posts: 244
Thumbs down Citymain Administrators/Buymobilephones.net

Hello,
I need some advice on how to get back the 4 months of insurance i've been paying without my knowledge on a mobile phone. Firstly, some history.

I purchased a mobile phone back in July 09 through buymobilephones. I distinctly remember removing the phone insurance from the phone (in the basket), as I wouldn't need it. I think that it's a con in the first place. If my new mobile phone broke, i've got a couple of old backup mobiles that would work. (i was just trying to save money).

I received an email order confirmation that showed my phone and contract type.

I received my shiny new mobile and contract a couple of days later, along with a sales invoice that showed my phone and contract type.

Neither confirmations showed that I had purchased phone insurance. why would they? i removed it from my basket on the checkout. My contract for this phone comes to 25/month after everything. it is the only direct debit to come out of this account, and the only thing i use this account for.
Each month i put 30ish pound into this account thinking that the extra 5 will all add up at the end of the year, build an account with some balance in,

Fast forward to Jan 2010.

I receive a nice letter through from Lloyds TSB, my phone account, telling me i'm "2.59 overdrawn, and i will have to pay 9,000,000,000.00 in fees. i'm furious, march to TSB and ask them HOW?
turns out i've got a direct debit that was set up 2 days after my phone contract was set up, with citymain administrators. and has been paying out 5.99 / month since 4th october, 3 months after i got my phone.

The phone did come with 3 months free insurance, which is what i removed at checkout stage. so I log back into my buymobilephones.net account, and see that it says on my order. Free Insurance : YES.

I sent the following email to buy mobile phones:
Quote:
I am enquiring as to why insurance has been set up on my phone whilst during the checkout/ordering process i distinctly requested, and clicked the \remove\ icon for free insurance.

I have only found this out now because this insurance direct debit has sent me overdrawn on my account and I have been charged. I would like my insurance cancelling IMMEDIATELY and reimbursing the months that I have paid.

I did not want insurance, my order confirmation from buymobilephones.net doesnt even mention anything about insurance.
i got the following reply (5 Days Later )

Quote:
Thanks for your email.

In regard to your query about the insurance cover. After looking at your order, I can advise that it was not cancelled and the point of ordering.

If you wish to cancel this cover you will need to contact the insurance company in question I have included below their contact telephone number:

City Main - 08445 762 273

As this product was not removed from the order any charges incurred by this are not payable by Buymobilephones.net.

If you have any further queries please feel free to contact us at
(i tried calling them, but "due to exception weather conditions, there is no-one in the office)

I sent the following reply back to buymobilephones (On the same day, Jan 11)

Quote:
Thanks for your reply, I would not purchase phone insurance, as it is not worth the paper it is written on. I have never purchased phone insurance with any supplier, and never would.

Also if this is the case (that i have purchased it) why does the 'purchased' phone insurance not show up on either my email confirmation of order, and my paper sales invoice that i received with the phone? I have received no information regarding the purchase of phone insurance, or even a confirmation of direct debit.

Thanks
I had not a reply back, so resent the email again on the 18th January.

I've still not got a reply back so have resent the same question again this morning (4 days after resending my request.).

"Why the hell have i not been informed in either of my sales confirmations that insurance has been purchased, and why have i not had a direct debit guarantee sheet. (are you supposed to get these with ever direct debit set up?)

who would i take this further with? ofcom? FSO?

What to do? i want my ~24 back.

(i have cancelled the direct debit.)
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# 2
Quentin
Old 22-01-2010, 10:39 AM
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Join Date: Nov 2005
Posts: 24,239
Default

You already have a thread on this topic in this very forum:

http://forums.moneysavingexpert.com/...tml?p=28739825

It looks like your word against theirs, and will be a struggle to get any refund.

Try putting your case in writing rather than using e-mails, at least you will have a paper trail to show if you don't get anywhere.

But emailing in that ranting tone won't help you get any goodwill from them!
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# 3
kolin
Old 22-01-2010, 10:52 AM
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Join Date: Jun 2008
Location: Leeds
Posts: 244
Default

Quote:
Originally Posted by Quentin View Post
You already have a thread on this topic in this very forum:

http://forums.moneysavingexpert.com/...tml?p=28739825

It looks like your word against theirs, and will be a struggle to get any refund.

Try putting your case in writing rather than using e-mails, at least you will have a paper trail to show if you don't get anywhere.

But emailing in that ranting tone won't help you get any goodwill from them!
ah, i did a search, but didn't see it!

i havent really ranted in the emails, this ("Why the hell have i not been informed in either of my sales confirmations that insurance has been purchased, and why have i not had a direct debit guarantee sheet. (are you supposed to get these with ever direct debit set up?)) is not in the emails, but is just a general frustration that everyone is out to con you out of money.
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# 4
kolin
Old 25-01-2010, 2:14 PM
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Default

anyone?
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# 5
kolin
Old 10-02-2010, 11:36 AM
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Join Date: Jun 2008
Location: Leeds
Posts: 244
Default

i would like to post an update, but i have nothing to update with really, I keep trying to contact buymobilephones.net with the questions :

Quote:
1)Why have I not received ANY documentation or Direct Debit guarantee showing that this was set up?

2)Why does the insurance NOT SHOW on any paper invoices or Email confirmation from Buymobilephones.net? If i purchased insurance through buymobilephones insurance SHOULD be on the invoices/receipts. An invoice should show all goods/services purchased in that transaction. Mine do not show Mobile phone insurance. therefore I HAD NOT purchased insurance, or would believe that I had, yes?.

3)why have I had to send 4 emails in order to get a response (a MONTH later), that did not even answer my main and most important questions?
(as if to prove me right, it's been 5 days since I sent the above email, and I still haven't had a reply.)

ANYWAY.

I emailed citymain administration on the email address they give on their contact us page.

Quote:
Hello,

I would like to claim back the money I have paid so far and cancel my
Phone Insurance. I have been missold my phone insurance by
Buymobilephones.net, I have received no documentation, that mobile
phone insurance has been purchased, and no direct debit guarantee has
been received by myself. However a Direct Debit was set up without my
knowledge or consent. and has been taking 5.99 / month from my
account since october, and I only found out this because the direct
debit went out and took me over my overdraft, incurring me a fine.
If my phone had been broken, I wouldn't have even been aware that I
could have claimed either, because I had no knowledge or documentation
that I had insurance.

I have tried contacting Buymobilephones, but they say it is nothing to
do with them, and that you are the insurer.

This is the only information I have :

A1INS.*********

is the reference on the direct debit. The amount owed to me is 23.96
(Oct - Jan). I have cancelled the direct debit.

Yours Sincerely

Blah Blah.
This email was sent on the 5th february, so 5 days ago, and guess what, absolutely no response. not even an acknowledgement that they have my email. I find this disgusting and unacceptable.
I would ring them, but

a)I'm not ringing an 0844 number from my mobile
b)they are only open in the hours i'm at work.

what can I do.... (other than send hard copy requests)
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# 6
alenkab
Old 13-07-2010, 2:37 PM
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Join Date: Jul 2010
Posts: 1
Default Hello

Hi exactly the same thing happend to me. I just ring that up - Cityamain administrators and I have been told I did required an insurance for my phone (which I never did at the first place) and got adviced to contact the company which i got my phone from.
I am defenetly going to complain!
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# 7
sharon deane
Old 22-02-2011, 1:32 PM
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Join Date: Feb 2011
Location: London
Posts: 1
Default Unwanted phone Insurance

Hi everyone,I had the same problem...However I had no trouble cancelling my "unwanted Insurance"...I rang buymobilesphones.net on their customer service number (found on top of order form) it was explained that anyone who agrees to the 3mth free insurance is automatically agreeing to the insurance deal?! They gave me city administrators number (08445762273) I rang them..opt 4 then opt 1 hang on through the automated voice and a real live very polite lady appears on the phone...confirms your details and cancels your policy there and then, no questions asked..A few days later a letter in the post confirming cancellation.....PERFECT.
Buymobilephones.net definitely needs to review their policies n procedures,they need to explain the insurance better and send out confirmation of bank direct debits...By the same token, shouldn't the bank contact it's account holders when a company/business tries to set up a DD on your account without a signature?! I will be trying to get my money refunded..but as it was only 5.99 once I consider myself to be quite lucky I caught it in time

Sharon
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# 8
CB001
Old 03-03-2011, 4:22 PM
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Join Date: Mar 2011
Posts: 1
Default Thanks Sharon

Thanks for posting your info Sharon - I called the number you listed and was able to cancel my policy on the spot. Also canceled the DD just in case.
Fortunately they only got one month off me.
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# 9
emilyemily
Old 29-09-2011, 11:00 AM
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Join Date: Mar 2009
Posts: 3
Default avoid at all costs

I'd just like to add to this that I DID knowingly take out insurance with Citymain through buymobilephones.net - and it has been a complete waste of money. Aside from not sending me through my full policy details, when I did try to make a claim it turns out that there is pretty much nothing that you can claim for, their policy is so restrictive. Although my phone was stolen, it was not a forced and violent assault, so not covered - theft from a public place, loss and damage are also not covered. Totally pointless. Just a warning in case anyone is considering using this insurer, they do not pay out!!
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# 10
mcosborne67
Old 10-01-2012, 7:10 PM
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Join Date: Jan 2012
Posts: 1
Default unwanted phone insurance

Last week we discovered that city main had been deducting 5.99 a month from my sons account since January 2010. On realisation they were called and the policy was cancelled with immediate effect, when I queried claiming the payments back I was advised to email them. Email was sent on same day stating that we were still in receipt of original invoice for phone and nowhere did it indicate that insurance had been taken out. A full refund was requested. The email was not acknowledged but today 4 working days later full refund is in his account. Result!! It can be done

Last edited by mcosborne67; 10-01-2012 at 7:13 PM.
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# 11
stan5001
Old 27-01-2012, 12:16 PM
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Join Date: Jun 2007
Posts: 83
Default

I've used a few mbile phone cashback companies, and they all give you three months free insurance in the hope you'll forget to cancel the DD. I just wait for the direct debit to be set up then cancel it before they take payment.

You should anyway check all your direct debits at least once a month - I do it through online banking every fortnight or so - to make sure everything's alright.
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# 12
kennyvinegar
Old 05-05-2012, 9:50 AM
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Join Date: Oct 2007
Posts: 36
Default

I've just had my first 5.99 go out....I don't normally have mobile insurance and was considering keeping it as a 'just in case'. I won't bother, their offices are closed today so will cancel the direct debit and phone on Tuesday to cancel.
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# 13
moviemaker
Old 08-07-2012, 6:49 PM
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Join Date: Jul 2010
Posts: 5
Default My Citymain Admin charges began in 2005

Thanks for your post. I had a very tough time in 2005 with lots of bank charges, so I am currently going through the process of writing to get those refunded. In the process, I have come across monthly City Main Administration charges. I remember calling to query these in 2007 and demanded a refund, to no effect. I remember purchasing my mobile in-store, but cannot remember what store. The details of this insurance were not explained to me; I was simply asked to sign a form. I never take out insurance on mobile phones, so would not have agreed to it if it had been offered to me. What a con.
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# 14
ardie
Old 02-08-2012, 12:03 PM
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Join Date: Aug 2012
Posts: 1
Default claim decline

Hello,

I am paying the insurance from buymobilephones and last week I lost my phone. I've done everything that is needed including reporting to the police and my network and fill up the claim form. After 5 days, I called them and they said that my claim is decline because the policy did not cover any loss phone. Now I lost my phone and also lost my money from paying them. Is there anyone there who could advise me if I can still get a claim from them? thanks in advance
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# 15
penzance1980
Old 08-02-2013, 12:49 PM
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Join Date: Feb 2013
Posts: 1
Default citymain administrators insurance buymobilephones.net

my mother kathleen stone who took a contact with buymobilephones.net in november 2012. we have been trying to cancel the insurance with citymain administrators. of course you have to ring up a 0844 number wait while a million options before you get to speak to a real person. My mother is not a tech savy person who does use e mail etc. when placing the call to city administr the lady named kay wished to speak to my mother as it was her account (fair enough) has she asked question such as for email address that was used to open the account i had to tell my mother as she used mine one when the purchase took place, she then said as mother had to be told the e mail address it was breaking the data protection act even if my mother was the one speaking. i found her to be very unhelpful and seemed to be trying deter and slow down the process.
this sort of should not be allowed !
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# 16
cheekymonkey89
Old 07-03-2013, 4:59 PM
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Join Date: Mar 2013
Posts: 2
Default Citymain

New number for the insurance group (bloody !!!!!!!s): 08445762300. Found it very easy to cancel the policy (which I had no idea that I had it), but buymobilephones said there was a box to tick for insurance at the bottom of the screen- I didn't see that!! Does anyone know the email address for Citymain?? So that I can see if I can get a refund
Penzance1980 if I were you, tell your mother to ring up again and tell her the email address before, normally they allow other people to speak on your behalf if you give permission to do so hmmm... I got through quite quickly to them...
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# 17
cheekymonkey89
Old 07-03-2013, 5:04 PM
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Default

Quote:
Originally Posted by mcosborne67 View Post
Last week we discovered that city main had been deducting 5.99 a month from my sons account since January 2010. On realisation they were called and the policy was cancelled with immediate effect, when I queried claiming the payments back I was advised to email them. Email was sent on same day stating that we were still in receipt of original invoice for phone and nowhere did it indicate that insurance had been taken out. A full refund was requested. The email was not acknowledged but today 4 working days later full refund is in his account. Result!! It can be done
What is the email address? Thank you
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# 18
noirenex
Old 06-05-2013, 6:01 PM
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Default text

Hi there,

Just to update this for anyone else who finds it, I phoned the number mentioned above and it suggested I could cancel via texting 81400 with my 'CANCEL Surname Postcode', tried it and had a confirmation that my insurance was indeed cancelled.

As they say, the proof is in the pudding, so will see if they did indeed cancel it.

I only just got my phone so maybe this is just to cancel the trial that comes with it?
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# 19
chazzie83
Old 07-05-2013, 5:21 PM
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I just cancelled mine was very easy done in 2 minutes.
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# 20
nicki_d987
Old 08-05-2013, 8:46 AM
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Join Date: Feb 2009
Posts: 25
Default

Hi Everyone,

Just to let you know buymobilephones and city main are still trying this one! I bought my mobile last week and categorically unticked the month's free insurance "offer" and then confirmed, "no, i do not wish to take out the insurance" lo and behold, three days later I get an email with my policy details and direct debit details.

Now I actually bought my last phone from buymobilephones and so already had a policy with citymain admin (hence why I didn't need another one) I was just going to ask them to update the policy to reflect my new phone. However, I think it's really cheeky to conduct business in this manner, and have had a look on the MSE mobile phone insurance page and you can actually get more covered, for 1.00 less a month, so inactual fact, I will now be phoning to cancel both policies.

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