Coolnewmobile, merged threads

yabbas

mobilejunkie: They informed me by letter sent on Thursday, 19th of July; this arrived on the 20th of July which is the Friday - effectively reducing the number of days I have to correct any outstanding issues (any response would have to be sent on Monday the 23rd of July; arriving at their offices on the 24th of July...this is for the claim for the 24th of June! i.e. "too late mister".) The claim arrived to them on the 5th of July.

Ridiculously - I was pestering them day after day on their phones/emails making DAMNED sure everything was done to the Terms and Conditions. Even when it arrived on the 5th of July I pestered them for the status of the claim day in and day out - being told that it was "in processing" and that I should call 1 week later. 1 week passed - call again later...2 weeks pass - letter comes through.

When I said "that won't leave me ANY time to correct any issues IF there are any" I was told it wouldn't matter as they'd give me a chance to rectify any matters - asked her to confirm that what I just heard was true - she did. BIG LOAD OF BULL. I only WISH I recorded the conversation...in fact *hmmmmmmm*

mobilejunkie

Thanks Yabbas; sounds like almost a month from the date of the bill (and about three weeks after they received it) before you received the letter. Just scheduling in my court procedure so I have some idea when I will be doing what (assuming 50% chance of a similar ploy and have prepared very well on that basis so actually rather relishing it it either way!).

I was rather anticipating a longer time after they receive the claim before the lying letter arrives back. Was it also about three weeks for other people after the claim was received?

trevorh

Mobilejunkie: My father had his second claim rejected by letter dated 18 July noting they 'needed to receive the page of the bill ..... showing the tariff details' The claim had been delivered to them on 4 July and receipt acknowledged by them by email on 11 July (7 days later). For info he had received his first cashback cheque on 10th July.

Although they refer to 'tariff details' the early t&c's only require a bill showing 'tariff charges and mobile number' while certainly the ones since Feb 07 require a bill showing 'your name, address, mobile number and tariff you are connected on'. Does anyone have a record of the differing t&c's used?

He has issued them a Letter before Action and I will advise on progress
Trevor

Lynsey

Trevor, has your father got a copy of the original T&C's from his start date??? My contract started late January (21st) and the terms confirm the latter. Trading Standards should be able to sort this for him, they are well aware of CNM's current tactics.
I wouldn't "beat about the bush", get the experts in.

Best of luck,

Lynsey

mobilejunkie

Thank you Trevorh; that is very specific and very helpful. Guess I'll be getting my letter soon then! Lol!

bobstheboy

I have spoken again to Consumer Direct. I was advised to send a letter Recorded Delivery, giving them 14 days to comply with my claim. The lady was interested when I told her about the identical experiences of people on this site and advised I should make CNM aware that we were sharing information.

The letter has now been sent and I await further developements but I am not holding my breath. My claim arrived at CNM on 4th July and the letter stating the page was missing was dated the 19th July. I had an email on 12th July confirming my claim had arrived and would be forwarded to their "claims processing centre". The "missing page" could have been mislaid anywhere and at anytime during this period. I suspect that the mail collection point and processing centre in on opposite sides of a small room, with a shredder in the middle !

This will not end until a Judge tells me one way or the other.

Bob

AP

I think the best way to go forward from now on is to send them all pages of the bill (if there are 30 pages, then send them all 30!), staple all pages together in page number order and attach the claim form to the front with a paper clip.

In this way, they cannot claim:

1. any single page is missing unless they physically remove the staple and pull it out themselves;
2. any specific information regarding tariff details is missing as that's all that is shown on the bill. If any information they want is not shown on any page of the bill, whether itemised or not, then it is not your problem as you have already sent them everything you've got.

gromituk

Someone's already suggested this and I can't see how it would do any good at all. What's to stop them simply following your first suggestion? If they're going to be dishonest, the only way you can prove it is if you can prove that they received the right pages. Stapling them together does not do that.

bobstheboy

Agree with gromituk. Only way to beat them from now on is to get an independent witness when you put the documents in the envelope. I would then put a note inside telling them what you have done. Sounds extreme but is the only way of beating these scams.

Bob

Asiya_2

Bob, I spoke to someone today who doesnot really deal with consumer rights and work with immigration law. Anyway, they said they will try to help. The lady there said the same thing about sharing information and telling CNM that we aware of this scam. They also said to me to adhere strictly with my 14 days notice which I will and start legal action if nothing happens. I will update you when I hear anything. Do you think can we use this forum pages as well to backup our claim where different people who suffered from this scam registered their problem?