They wont give me Cashback!

OneADay

Didnt think it was the connection date that matters but the invoice date on the paperwork they send out (which you use to work out the Nth claim month bill).

Guys_Dad

mobilejunkie wrote: »

The re-writing wasn't in respect of the 60 days - but with regard to their "interpretation" of the connection date.

That's what I meant. Ben agreed that there was some confusion in the wording - but on 2 separate contexts and he subsequently made the amendments. But my memory ain't what it was and I can't remember which confusing wording he admitted to.

mobilejunkie

The "nth" bill or month number is ireeleavnt - always has been with cpw companies and even the rep confirmed that (for once he was telling the truth). It is the connection date on THEIR t&c which is important. The invoice date is a recent attempt to justify turning down two (that I know of) perfectly valid claims which followed the then t&c TO THE LETTER! Current t&c are therefore different and irrelevant to this particular situation.

mobilejunkie

Guys_Dad wrote: »

That's what I meant. Ben agreed that there was some confusion in the wording - but on 2 separate contexts and he subsequently made the amendments. But my memory ain't what it was and I can't remember which confusing wording he admitted to.

That is exactly why I have been warning people. Their t&c (which few seemed to think important) were VERY clear originally - it's simply that the dealer ignored them unless they were in their favour. Now people are confused; I am not since I always go back to the t&c at the point of sale (something you now recognise me for). There was no "confusion" - and there isn't (on THAT point) in the later version - it's simply that the meaning has been changed. That is why I am always going on about the t&c - they are everything (as opposed to what the dealer, the customer or anyone else might say).

OneADay

Well it all depends on what the date is on the bathing-ape's paper date and from that you do calculate the Nth month (not bill, month).

Might have a case to argue that they recently changed their allowance to send claims in from 30 days to 60 days and that (coupled with the email replies) led to the rejected claim. Otherwise its no goer.

Quentin

Guys_Dad wrote: »

I still think that OP should refer them to their current t&c first of all, with a reference to Ben the Man quoting where Ben confirmed his previous t&c were confusing and agreeing to rewite them, perhaps copyiny an email to Ben.

Wasn't that in a reply to you and if so, do you remember the link to help bathing-ape?

No, Ben the rep actually argued with me over this when I pointed out to him that they were going in the face of both OFCOM and the other CPW companies by only allowing for 30 days (from the date of the relevant bill) to get claims in.

In typical cavalier fashion he proclaimed:

[QUOTE=Mobiles.co.uk company representative]
As for the 30 day claim window, we feel this is a fair amount of time to put a bill in an envelope and post it off[/QUOTE]

(When of course no-one ever had a 30 day window at all - it all depended how long it took for the bill to arrive, and then whether or not his office accepted any post on the 29th or 30th day of the "window"!)

A half decent company rep would have used the opportunity of that exchange to announce his company was changing their ts + cs to comply with OFCOM, but Ben just chose to have that public argument about it!

bathing-ape

Ok thanks for all the feedback people,

I took Guys Dad's advice straight away and sent this email

Hello Nicholas,

After reading the terms and conditions on your site I understand it says:

"Please send your bills at the months indicated as per above instructions. For the avoidance of doubt month 6 will be the bill dated in the month that is 6 months after your connection date (the date displayed on your invoice). E.g. If connected in January, the sixth month will be July so we need to receive your July bill within 60 days of the date on that bill. All other bill dates are calculated in the same way.
Important: The above bills must be sent to us and arrive within 60 days of the date on the relevant airtime bill. Claims received after this time cannot be processed. We will acknowledge receipt of your claim by email."

I can see where I was incorrect before as it does explain that the date must be whats on top of the bill but it says 60 days not 30 and this applies to cashback orders placed after the 16th of September 2009 and I am applying for cashback today the 9th of October which is within 60 days of the 5th of September which is the bill date that I have now attached.

Please can you process my claim for cashback,

Regards George

which makes sense because it does say at the top 'This page is for cashback orders placed after 16th September 2009 only', it doesnt mention connection date having to be after 16th September just the cashback order.

When I look at my statements from orange the first bill date was 05/04/2009 and when I look at the itemeised bill the first call was made on 28/03/2009 and my account says the first DD went out on 21/04/2009, so I dont know if that works out?

.....

I just got another cold response from MR Twigg

Hello,

To claim your half price line rental, we would have needed to receive your full original bill dated 5th spetember 09 by 4th october 09, we received a copy of the bill and it is now too late to claim.

As per our terms and conditions the correct, original bill must be received by us within 30 days of the bill date. Unfortunately we are unable to authorise your claim.

Full details of our terms and conditions can be found on our website at: http://!!!!!!!!!!!!!!!!!!!!/free_gift_hplr.htm

Should you have any further queries please feel free to contact us.


Regards,

I know you have to play by the rules with this but I thoguht I was........ im guessing i am outta luck

Thanks for your help and speedy responses people

Guys_Dad

deleted - just read previous reply

Guys_Dad

OneADay wrote: »

What is the invoice date on the paperwork you got when your phone was delivered?

First call was in March, so by their t&c, it should have been the bill received in September.

Sorry,bath-ape, I missed the bit at the top about phones ordered after Sept 09, but just one slim hope.

Mobilejunkie - you keep t&c going back. What was the relevant wording back in March 09 relating to which month, please? Any joy there?

bathing-ape

I wil have to check through my paper work at home this evening as I am at work at the moment, but I dont know if I had an invoice the phone was free as part of the deal I may have a delivery note or something along those lines.

Thanks again