Mobiles.co.uk... money taken from my account without my permission

Mobiles.co.uk_company_representative

Robt,

I'm not able to sort it, as I don't work in the relevant department; the person who I referred the OP's email to is much more able to resolve it and also tell me what went wrong and how we're going to fix it.

Thanks,

MrRincewind

Apologies to the OP, read it far too quickly.

barbara_anne

Ben, no offence intended, but TalkTalk (another CPW company) have a representative on here who is a Customer Service Rep (seconded from their post to work specifically with resolving customer problems on internet forums) so why don't mobiles.co.uk? It might help if the frontline staff are on here, rather than you acting as a 'go-between'

Guys_Dad

Mobiles.co.uk_company_representative wrote: »

At the risk of being sprayed with cold water, there is a reason for refunding via cheque but given my job role it's not one I can recall - however in extreme circumstances (such as those that seem to be the case here) we should be able to step outside the policy, and this is something I'm now looking into. I think a simpler and more apt metaphor would be that, given a hammer, sooner or later everything starts to look like a nail - so CS have arranged a refund via cheque without thinking about the circumstances here.

Please, no seagulls or trawlers

Thanks,

There is a complete difference between cashbacks or refunds because of change of mind by the customer and, if the OP is correct,mistakes made by a company. According to the OP, the phone was supposed to be free and no money should have been taken.

Now, the OP may be mistaken - we already have one post re mobiles.co.uk where the OP was mistaken and later confirmed that, although mobiles.co.uk took a lot of stick in the meantime.

But if they are not, then it is incumbent upon you to refund that money immediately, irrespective of your internal procedures. Whatever, the true facts need to be established at once and the OP informed.

If your procedures can't hasten the repayment, again if the OP is correct, then the Direct Debit mandate your company holds with the bank allows for incorrect Direct Debits to be reversed by the paying bank sending back a Direct Debit, so to speak, on your bank.

So, resolution please.

Please also remember that if you attract a history of incorrectly taking money from people's bank accounts by mistake and then not swiftly corecting that, then your ability to take Direct Debits could be at risk.

Hopefully, however, this can be resolved quickly one way or the other.

gertiegirl

Thanks for everyones posts on here....
I've asked for the cheque to be cancelled and the money be refunded to my card immediately, am awaiting a response on that. I had been sent a previous email from Mobiles.co.uk stating that once this had been looked at my card would be refunded in 5-7 days so not sure where the stupid cheque idea came from.

There is no reason i should have been charged for this, they don't know why either and they actually asked me to tell them what I had purchased that I wanted refunded?! I was expecting to be charged 1p and refunded 1p as a network security check (I gave my debit card details for this). But it wasn't 1p it was £89.90, and it still hasn't been refunded.................

TREVORCOLMAN

One of my cashback cheques from CPW bounced a while ago. I got onto them and they paid money into my account within 48 hrs.

So they can do it.

Silk

Mobiles.co.uk_company_representative wrote: »

We use cheques to refund customers instead of cards, for reasons that I have asked be explained (especially in light of the fact it can take up to 28 days for cheques to arrive).

No you don't
Or is this another thing you've changed with your T&C's ...Wheres MJ when you need him ???
It said quite clearly on your prev T&C's ...

8. Refunds: We will endeavour to process all authorised refunds within 7 working days. Refunds will usually be in the form of credit/debit card refund, BACS transfer or cheque

It says on your latest T&C's "see seperate refund policy" but there isn't one that I can find on the website.
So is this something you actualy know about Ben or is it something else you are making up as you go along

Originally Posted by Mobiles.co.uk company representative
This is why MSE is useful to us (as well as beign a place to help customers immediately) - I find out what our company looks like from a customer's point of view, and hopefully can improve things as we go.

:rotfl::rotfl:
You are joking arn't you Ben !!!
Fat lot of help to me wern't you :mad:
By the way you still haven't answerd my question yet ....
What was it all about when you put the following on your profile ?
Or was it put there by someone else ????

*** Please note this account is no longer in use due to the levels of abuse received from certain users. ***

By the way ..yesterday was Day 34 and no cheque

Silk

Ahh latest update...just had the phone call.
Day 35 Cheques arrived :rotfl:

So that will reduce my losses down to about £250ish if it doesn't bounce :rotfl:

gertiegirl

Still waiting for a reply from a "Senior Manager". How can something like this take so long to sort out, they've made a mistake, i've proved that they've made this mistake, they've admitted it.... so why haven't I got my money back??!!

Silk

gertiegirl wrote: »

Still waiting for a reply from a "Senior Manager". How can something like this take so long to sort out, they've made a mistake, i've proved that they've made this mistake, they've admitted it.... so why haven't I got my money back??!!

Hi Gertie,
They take forever I'm afraid as I have learn't to my cost.
All you get is a load of broken promises ...if you've got half an hour to spare if you read this thread here ...http://forums.moneysavingexpert.com/showthread.html?t=1848579
you will get an idea of what goes on.