Coolnewmobile, merged threads

samba

PAW75 wrote: »

Dear Miss

Order Reference ~

Thank you for your email. We can advise that a letter has been
posted to
you on the 26th October to advise that you claim has been refused
as it was
received late. Also you have quoted the wrong reference number, you
quoted
your order reference number xxxxxxx) when we do require your order
reference number (cxxxxxxx).

Read through this thread and follow the links to the Unfair Terms and Conditions in Consumer Contracts Regulations 1999 and the recent Ofcom Code of Practice. The lateness issue is easily overcome - the more difficult issue you have is the incorrect ref number. However, CNM are legally obliged to make these cashback offers in good faith, which means they should look to try and pay your cashback where possible, rather than try to deny it for petty reasons like an incorrectly filled form. The legal issue goes something along the line that they should allow for mistakes, plus as long as they have all the information required to fulfill the contract, then they should do so. They obviously know the correct ref number coz they quoted it at you, therefore they are in breach of contract by denying your claim. However, you should get proper legal advice before doing anything.

I also believe that all those affected by the 'claim month not advised' issue should also look at going down this route.

mcmanlyn

samba wrote: »

Just in case anyone is wondering that's 50p/min

On the other hand, have they just shot themselves in the foot? Apart from the obvious fact that an 0900 support/sales number should discourage any reasonable person from signing up with them in the first place, didn't British Gas get into trouble recently for trying to force their customers to contact them on a premium rate line?

They have an 087 number for sales - the 090 is just for after sales:

"
Telephone Sales

Mon-Fri 10AM to 7PM
Sat 10AM to 2PM

08700 420761 "

Still not the best idea - I always think sales lines should be 0800, do they want our business or not???

samba

mcmanlyn wrote: »

They have an 087 number for sales - the 090 is just for after sales:

"
Telephone Sales

Mon-Fri 10AM to 7PM
Sat 10AM to 2PM

08700 420761 "

Still not the best idea - I always think sales lines should be 0800, do they want our business or not???

They must have changed it back coz when I posted both sales and aftersales had the same 0901 number.

analyst_2

mcmanlyn wrote: »

I always think sales lines should be 0800, do they want our business or not???

Trouble is, they get loads of people like me who use the 0800 number to play hell with them and their stinking service

I won't use 0870 whatever.

Anyway, follow the time-honoured advice, don't ring them. Phone calls are unrecorded and usually un-acted-upon, put it in writing.

gromituk

samba wrote: »

They must have changed it back coz when I posted both sales and aftersales had the same 0901 number.

I'm not surprised - typical incompetence.

gromituk

Timeline:

19th Oct: email to CNM reminding them of their obligation to pay up within 28 days.
24th Oct: email sent again as no reply had been received.
An hour later: ridiculous email received going on about how I signed up to a clause saying they could change their T&Cs at any time (reproduced here).
An hour later: suitable response from me, talking about unfair contracts and LBAs, and enclosing the terms I had signed up to which contained no such clause anyway!
Half an hour later: acknowledgment received ("forwarded to the appropriate department").
Next day: cheque posted by CNM, first class.
Next day: cheque arrives.
Same day: standard email arrives from "Cashback Claim Department" saying my cheque will be raised within 10 working days.

I wonder if I'll get another cheque?

yoursminelunch

yoursminelunch wrote: »

I went down the route of following the rules, and when payment was rejected I used moneyclaim online.

Last week I recd a phone call from a nice lady in the marketing dept (completely separate from payment dept she told me etc). she said as I was good customer they didn't want to go to court and offered to pay my final 2 cashbacks (I sent the cashback application for cashback 5 as normal during the fight for cashback 4).

I recd the chq on monday of this week and have been told to lodge the chq and wait till it clears before cancelling my moneyonline claim.

One thing I would say is that when I spoke to the lady on the phone I did not confirm that they should pay me the money owed PLUS the money claim online fee. Hence while I happy, it has cost me £30 to sort this out.

I was going to call them back and argue, but I will take it as a lesson learned, but wish to pass on to others to make sure you INSIST that all payments include fees. Good luck all

I was spured on by comments following my last post and decided to ring the marketing girl back (lucky I had a number). I asked her why I had not recd my costs. She said they would only pay half. I then explained that I was unhappy and I felt that they should have paid all costs.

The girl then agreed to pay all of my costs and I recd a chq in the post 2days later.

Job done!

analyst_2

yoursminelunch wrote: »

The girl then agreed to pay all of my costs and I recd a chq in the post 2days later

Well done that man.
See its all there for the asking, you just need to be wielding the right size of club
ha! and they keep telling me size doesn't matter

mobilejunkie

Nah. It's how you use what's available which counts.

ajax_2

I also have a cashback claim problem with coolnewmobile. I received an email stating that everything was ok and then 2 weeks later I received a letter stating that the claim was refused due to wrong order ref number. Now they have refused the second claim as well.

I have read through the various threads here and got a question on LBA. Is this the same as Letter Before Action? Is this where you give them a period to respond before taking them to court?

Using the moneyclaim online service, is there anything I should be aware of, apart from putting the same sort of facts in there as I did in my letter to cool new mobile.

Also I am assuming that the service address should be the nottingham address rather the cashback claim address?

Thanks in advance for your help on this