Mobiles.co.uk cashback problems

thommy

''So now you speak for everyone too. You really SHOULD become a rep for this company!!''


:shocked:

lily_bovine

Bit disappointed with my experience with mobiles.co.uk. I took out a contract in February 2009, my first claim was due in month six. The t&cs say "For the avoidance of doubt the bill dated in the month that is six months after your connection date. E.g. If connected in January, the sixth month is Julywithin 30 days of the date of that bill. All other bill dates are calculated in the same way".

Based on this, I sent in August's bill, and just got an email back rejecting my claim because I should have sent July's bill! How does that work then?

mobilejunkie

It works like a typical cpw company; they ignore their own t&c - I've repeatedly attempted to get them to accept that their clearly marked "t&c" are just that, but some on here think it's not important. Perhaps your experience will change their minds. There have been many other issues on a related thread where people have been made lots of promises which have been repeatedly broken. The Rep has boasted about their "fairness", at times distancing the company from being just another cpw clone and (at others) proudly proclaiming they are part of such a wonderfully large organisation. In fact, the rep's responses have merely confirmed they are very similar to E2Save - but since their t&c (which ARE t&c whatever THEY might say) are pretty clear on which bill to send in for a claim they won't be able to wriggle out of this one. They will know now that you're on here that they haven't a leg to stand on and will have to cough up provided you are prepared to enforce the claim through the courts if they insist upon it. However, since the rep on here professes to "help" people (even though there isn't much actual evidence on that - see Silk et al still on the related thread!) he will want to be seen to be sorting your problem out to prove all my previous warnings "wrong"!

OneADay

lily_bovine wrote: »

Bit disappointed with my experience with mobiles.co.uk. I took out a contract in February 2009, my first claim was due in month six. The t&cs say "For the avoidance of doubt the bill dated in the month that is six months after your connection date. E.g. If connected in January, the sixth month is Julywithin 30 days of the date of that bill. All other bill dates are calculated in the same way".

Based on this, I sent in August's bill, and just got an email back rejecting my claim because I should have sent July's bill! How does that work then?

Sorry to hear that but it does seem that they rejected for a right reason (given what you have described above).

If your contract started in January, your first bill would have been in either Jan or Feb. Lets say first bill was Feb, then your sixth bill would have been from July?

OneADay

Incidently I recall my own experience of using carphone warehouse in 2005 (not mobiles.co.uk be it same group) - but CPW online site.

The most confusing thing I found was this business with counting bills (as seems the case described by lily_bovine).

You have to keep either physical or mental record of what number of bills you have - and there I thought was the trap which you can easily fall into. I did not - I got all my money.

Since then I have used Phones4u group of sites (including dialaphone when it was not part of phones4u) to do my cashback - the core difference is that phones4u and dialaphone give the consumer exact dates (rather than counting bills) - so you are more aware of what you have to send in. It means consumer has less chance of falling into trap of failing cashback claim.

And Lily_Bovine - check if you have the July bill - if you are still within the 30 days, send it in special delivery.

Guys_Dad

OneADay wrote: »

And Lily_Bovine - check if you have the July bill - if you are still within the 30 days, send it in special delivery.

Or by email as per their website. Or both!

lily_bovine

OneADay wrote: »

Sorry to hear that but it does seem that they rejected for a right reason (given what you have described above).

If your contract started in January, your first bill would have been in either Jan or Feb. Lets say first bill was Feb, then your sixth bill would have been from July?

My contract didn't start in January. It started in February. The example given in the t&c says if a contract starts in January use the July bill. Mine started in February. I used the August bill.

lily_bovine

Guys_Dad wrote: »

Or by email as per their website. Or both!

Nope. July bill is dated 2nd. Out of the 30 days.

Quentin

If you get nowhere with the "rep", then consider going down the LBA and MCOL route. (See the e2save problems thread for more info).

thommy

lily_bovine wrote: »

Nope. July bill is dated 2nd. Out of the 30 days.

double check your connection date - you have one of those start of/end of month billing periods that can cause problems. it goes from the connection date not the date of first bill.
so that you know where they are coming from, you could phone them, ask them to tell you your connection date - ask them to count six on from there and see what they've come up with. then see if it tallies with their own instructions.
it sounds basic but you will know where you stand if you have to fight, or if it is a 'mistake' on their part.e2save now use the purchase date as the start/no 1 month and you count on from there.under that system, if you started in feb, july would be correct. as quentin says, a lba may well do the trick if all your dates correspond with their requirements, especially if you have already reasonably discussed it with them.