Mobiles.co.uk refusing cashback

charlienotman

Just a small update, got an email from T-mobile saying that I haven't missed a bill, and that all my bills have been paid on time by Direct debit. They also said they're going to pass the case onto the dealer management team who will look into the case and contact Carphone Warehouse (Parent company of mobiles.co.uk), so I'm just waiting until T-mobile get back to me regarding this.

If you want to read the email:
"Thank you for emailing me to request confirmation you have paid your bills on time. I am grateful to be given the opportunity to respond to you personally. However, I am sorry for any inconvenience you have been caused.
I am concerned to hear you are experiencing difficulty in obtaining your cash back. I can imagine how frustrating this must be for you, rest assured I will do my very best to resolve this for you.
I can see you took your account out through Carphone Warehouse. As they are an independent retailer we have no input into the promotions they have. We do, however have a dealer management team who will look into any complaints you may have with a retailer. If you can provide me information about the store you went to I can contact this team for you. They will then contact Carphone Warehouse to discuss your complaint. Once they have done this, they will get back to me and I can contact you to discuss the outcome.
If you would like me to contact them for you, please call me on the number below with store details. Alternatively, you can provide this by replying to this email.
I am pleased to tell you I have checked your account and can confirm all of your bills have been paid on time by direct debit. I can see you have signed up for My T-Mobile, therefore if you log into your account you will be able to see your payments. You can print off this screen and use it as proof of payment to obtain your cash back.
Thank you once more fore contacting me Mr Notman. I appreciate the opportunity to help you and I do hope this matter is resolved for you very soon.
Kind regards
Caroline Daglish
Complaint Investigations"

mobilejunkie

Don't wait; they are waiting for you to respond. Reply giving details of the dealer as an internet deal with them. The email is waiting for you to provide that information before passing it to the relevant team by the sounds of it!

charlienotman

mobilejunkie wrote: »

Don't wait; they are waiting for you to respond. Reply giving details of the dealer as an internet deal with them. The email is waiting for you to provide that information before passing it to the relevant team by the sounds of it!

Oh yeah, I already contacted them I was just saying I was waiting until they got back, sorry if it sounded a little confusing

charlienotman

Sorry for digging up an old thread, but to anyone that was interested what happened with this - I finally got my money. Turns out apparently I claimed a month early (As far as I was aware I claimed on the 6th month) and then somehow this shut out all other claims? (Silly system much?), anyway, my first cheque arrived.

Silk

Well done Charlie
At least you got it the right way round it's when you claim a month late the problems start :rotfl:

charlienotman

I must say that if it wasn't for T-mobile helping me out, I doubt "Mobiles.co.uk" would of gave me another look. Really grateful to T-Mobile for this.

vale46_2

Thanks,all
I seen some deals about this company on hotdeals,but thanks to threads like these
I Wouldn't go near these with a barge-pole now.

[Deleted User]

I've never had any problems with mobiles.co.uk

charlienotman

It's probably just every now and then they try it on, and since the account holder was my grandmother ( Who is....around 63) they probably thought they'd take advantage of that.

debsydale

I could not believe it when I read this, I am having a terrible time claiming my cashback from mobiles.co.uk. I was told my first claim would be November so I sent that bill, then they said no it will be December, they emailed to say thank you for that bill then the same day emailed again to say they had not received it, I sent again and then emailed in March to say I have not heard anything and when is my next claim, I had to email 5 times before I got a reply to say the next claim should be March and it is now too late. I have argued backwards and forwards to no avail and actually spoke to someone on the phone who was extremely helpful and agreed that I had received to support, he gave me the supervisors email, I sent them a full email and they have just come back and said because I did not send my bills in on time they could not honour any payments. It is so frustrating since they ignore your emails until it is far too late to do anything about it.:mad: