Still having problems trying to get cashback from CPW Express

RussWWFC

Hi

I have posted on here before but I am unable to find my original topic - the search box produces no results for "Cashback" despite there being several topics with this term.

Anyway in August I took out a contract with 3 via CPW Express (part of Carphone Warehouse/e2save)

The redemption schedule is/was as follows

1 Month Automatic - Due 13th September - Not Recived
Send in Bill 4 (End of November) - Sent and have recieved Cheque
Bill 8 (End of March) and Bill 12 (August) - still to be sent

I have been promised 5 times via email that my cheque is being processed but still I have not got my money

The last promised date was 14-21 days. I recieved this on Christmas Eve

So what should I do now

It seems like my emails are being given nothing more than lip service and wondered what else I could do.

They should pay me interest on the money they have kept from me by rights.

Many thanks in advance for any advice

K9COOP

Pop into a carphone warehouse and explain the problem, dont let them tell you that you have to phone someone, email someone, They are all part of the same company and can deal with your enquiry....

They helped me when I kicked off a bit... didnt buy the phone in store but what else can you do when the help you were getting via email was poor

I have always found the store very helpful!

Good luck, Hope this helps!

RussWWFC

Thanks.

Any suggestion on what to put in an email that would get results (if there is such a thing)

I'm not poo-poohing your idea, its just that I dont get down own town often due to work commitments etc

Jonni2bad

I've had a similar problem - got my phone in September and still no Automatic cheque-back yet, despite many emails and many more phone calls.

You can get straight through to the Redemptions team (based in Belfast) on 028 9057 6597 and usually very quickly too.... I first phoned this number mid Dec and they said I would receive it within 21 days.

Phoned again yesterday and they had not issued it!! Gave me another excuse why it had not been raised, and I got another 'promise' that the person I was speaking to would raise this personally and send out.

I've given up on the excuses, so today fired a letter out stating, very clearly, that they had breached the terms and conditions of our contract and that if I did not receive my payment within 14 days I would take the necessary legal action to recover this, plus costs. I'm planning on using this web based service from the Court Service, as advised by others on here who have experienced the same delay tactics. Costs £30 but is added to your claim.

However, for you, I would advise at least speaking to the Redemptions team first to find out if it has been issued yet...

Jonni2bad

Still no auto cashback as of 1st Feb..!! 113 days and counting :mad:

Looks like they filed my letter under "waste bin" so today I finally did it...
Started a claim through the Court Service's online site here which costs £30 but is reclaimed as part of the cost - also claimed interest at 8% from 11th October and ongoing until payment is received.

Lets see if they file this one away

RussWWFC

I've given old Charlie Boy (Charles Dunstone!!) an email as I really can't be doing with all this courts business. I will let you know how it goes and in turn I would be very interested to see what happens with your case.

Jonni2bad

Got a reply today from the CPW Legal Department - they want to settle in full out of court!!!

They have agreed to pay the auto cashback, the interest at 8% and the court fee, so long as I stop the court action. I only wanted my money, so I'm going to settle (although I will stipulate in my reply that I must receive the cheque within 7 days of the returned letter...)

RESULT

Sybarite

zincoxide wrote:

Send an email, completly outlining your problem to [email="dunstonec@cpw.co.uk"]dunstonec@cpw.co.uk[/email]

That will go straight to Charles Dunstones team at CPW who will resolve this for you very quickly.

Impressive result regarding the online court action, it's good to know it can work.

Is the email address quotes for Charles Dunstone specifically for CPW cashback redemption? I ask as I'd like contact details for someone at onestopphoneshop (part of CPW) or an appropriate contact at CPW as I have a feeling that the complaint email I've sent the websales team today isn't going to produce much of a result (please see separate thread for 'onestopphoneshop online order problem' for details).

Email/postal address greatly appreciated.

RussWWFC

Well I got a response

Still being faffed around though. They emailed me to let me know that they were dealing aith it (this after I sent to Charles Dunstones email addy)

Then they phoned to let me know they were looking into it. Good I thought but when they rang back with the result they insisted they owe me nothing. They said there was no automatic cashback due and that all payments would be by chequeback through sending in bills. I argued till I was blue in the face that the invoice said I was due automatic cashback but they said I must have misread it so I gave up and will now send them a copy. Only problem is the text is as faint as anything so I am going to have a hell of a job getting it to scan so it is legible for them to read

RussWWFC

With reference to your case Sybarite try contacting Charles Dunstone, as OSPS are under the umbrella of CPW he should point you in the right direction

RussWWFC

Just had a phonecall earlier this afternoon appologising for the girls mistake - she admitted she had misread it and offered me the £60 I was owed plus £30 compo. Sh said can I close this case so I informed her as soon as I had the cheque then I will be happy.

So moral of thew story - dont waste your time with gerneric email addresses and go straight to the head honcho - in this case Charles Dunstone