Coolnewmobile, merged threads

Asiya_2

Hi,
this is my 1st post here. I have seen this thread before and found it very useful. I also took a contract with cool new mobile in december 06 and received the 1st cashback without any problem. I sent my 2nd cashback claim last month on time and followed strictly their terms and conditions. Today I received a letter saying that my 2nd cashback claim is rejected as I they didnot receive the page of bill showing my tariff details. I beleive they are lying as I photocopied my bill and sent the original complete bill with special delivery. I tried to contact them on phone but no response so i don't know what to do now? I have followed their terms correctly and sent everything required. Any advice will be welcome!

mustbemad

Asiya wrote: »

Hi,
this is my 1st post here. I have seen this thread before and found it very useful. I also took a contract with cool new mobile in december 06 and received the 1st cashback without any problem. I sent my 2nd cashback claim last month on time and followed strictly their terms and conditions. Today I received a letter saying that my 2nd cashback claim is rejected as I they didnot receive the page of bill showing my tariff details. I beleive they are lying as I photocopied my bill and sent the original complete bill with special delivery. I tried to contact them on phone but no response so i don't know what to do now? I have followed their terms correctly and sent everything required. Any advice will be welcome!

I cannot believe the length these cashback companies are going to, to avoid paying out!

If I were you, I would write them a letter saying that I was giving them 14 days to 'find' the page that has mysteriously disappeared or I would be taking them to the small claims court )

I'm sure the judge would be able to see that there would be no reason why you wouldnt have sent the page and every reason why CNM would be trying it on!! If you do end up going through moneyclaim online, make sure you claim your whole years cashback and the court fee!!

Keep hold of all the paperwork you have including the special delivery slip and the photocopies of what you sent off as you will need it as your evidence.

Well, that is what I would do, so I hope this helps )

mobilejunkie

this has happened a LOT recently. I would send a firm letter stating that all the pages WERE included and if they don't pay up in seven days you will immediately commence legal action to recover your money. If you do, make sure you claim for all the remaining cashbacks since they have now rejected future claims too, incidental and court costs and statutory interest. Make sure you can put up a good case should you go to court; I doubt if they will.

Asiya_2

Thank you mustbemad and mobilejunkie for your advice. I have sent an email already and i hope they come back to me. Also, I have been trying to contact them on 08700429066 but no luck so far and when I tried other numbers for this company they said i must use the 0870429066 number as they cannot deal with cashback queries. Now I think i will write a letter as you have said with clear warnings and hope for the best. I have very little hope with this company though.

mobilejunkie

I would stay positive. I may end up in the same position at some point and have already prepared things just in case. Head the letter "Letter before action", give them a specific timescale and tell them that you WILL start legal proceedings to recover your cashback and therefore also the resulting costs plus statutory interest. Then make sure you have copies etc. ready and have a read through the court site (look it up on google!).

Asiya_2

I have receved the following email from cool new mobile:

"I have checked the paper work received with this claim and can confirm that we have not received the tariff page, all mail is verified by two persons on receipt.

I am afraid the claim was incomplete, therefore the files on this order are now closed"

I think I will still send another letter as mentioned in the above posts.

gromituk

I guess that proves my point that it is a good idea to send just the first page of the bill - harder to pretend they didn't receive it.

Make sure this letter you write is sent recorded delivery, of course. (Special Delivery is overkill, as you can simply send the letter again if it gets lost.)

You do have to laugh:

"We can confirm your claim has been received and date stamped on arrival by our mail sorting office. All mail is given it's (sic) own unique id so we can track the item within our organisation. Your paperwork will now be sent off to our claims processing centre where it will be assessed. We will update you by email at every stage of the operation so you can be confident with the progress of your claim."

...and three weeks later:

"We can confirm your claim has arrived at our processing centre and has been scheduled for assessment. We will update you by email when your claim has been authorised for payment."

"Mail sorting office" and "claims processing centre"? What guff. If we're lucky, it's two separate boxes on the same desk!

mobilejunkie

Unfortunately it is clear they are playing various games nowadays. As you say, I too reckon it's a handful of people in a house doing it all whilst they desperately try to appear part of a large company. Also unfortunate is the fact that most of these companies now feel the need to operate dishonestly and make false claims about all sorts. From our point of the view, the game is don't believe a word any of them tell you and cover your back!

mobilejunkie

You don't sound too sure. Golden rule; expect this beforehand and make sure you copy everything you send properly with bells on. I doubt the form is vital but may show a lack of thoroughness and organisation. I would decide on your course of action and proceed. They don't know what you copied or didn't and until you actually take out a court claim they will be unsure as to what you can prove or whether you actually will. I would hold off reducing the tariff until it's absolutely clear they aren't going to pay and you aren't going to taker it further, otherwise if they DO pay you will forfeit the rest of your claims. Also check the t&c - if you downgrade too early there are penalties.

I have to say there is NO WAY I wouldn't KNOW and be able to reasonably PROVE what I put in my envelope. A hard lesson in hindsight!

AP

I always staple all pages of my bill together (in the correct order) and attach it to the claim form with a paper clip. I guess if you staple the pages together then there is no way they can claim that one page is missing, other than them pulling a page out and discard it!

You can also download extra copies of the claim form from:

https://www.mobilemediasystems.co.uk/201cashbackclaim.pdf