mobiles.co.uk's terrible service - where do I stand?

delosfive

Latest Development :

After writing to the network provider directly, I've received confirmation that the cancellation has been received in processed (thanks for letting me know, mobiles.co.uk).

Interestingly, in spite of my sending cancellation at 8pm on the 6th of November (way before I received confirmation of the order acceptance/despatch and the subsequent 'Oh it's too late to stop it coming to you' reply) - I'm now informed

"you'll receive your final bill the following month after the cancellation, at your usual time. Please do not cancel your Direct Debit until your final bill has been paid. Your final bill will consist of the line rental and the usage charges until the date your phone was cancelled."

A final bill for a contract cancelled before confirmation/acceptance/despatch, and calls on a handset I never ever received.

I await your advice on how to ensure I receive no charge, Ben (Company Representative).

OneADay

delosfive wrote: »

Latest Development :

After writing to the network provider directly, I've received confirmation that the cancellation has been received in processed (thanks for letting me know, mobiles.co.uk).

Interestingly, in spite of my sending cancellation at 8pm on the 6th of November (way before I received confirmation of the order acceptance/despatch and the subsequent 'Oh it's too late to stop it coming to you' reply) - I'm now informed

"you'll receive your final bill the following month after the cancellation, at your usual time. Please do not cancel your Direct Debit until your final bill has been paid. Your final bill will consist of the line rental and the usage charges until the date your phone was cancelled."

A final bill for a contract cancelled before confirmation/acceptance/despatch, and calls on a handset I never ever received.

I await your advice on how to ensure I receive no charge, Ben (Company Representative).

Your bill will be £0.00 since you have not used it. Had you used, you probably would be held to the contract.

mobiles.co.uk and I think cpw in general activate the contract on dispatch rather than waiting for item to be received.

And to be honest, you did place an order and change your mind before receiving the item - its not easy for many businesses to stop items being dispatched. You real concern should be to see the contract is cancelled and as I stated in earlier comments, if you have not received the phone, there is no way you will end up paying anything for it .... well apart from stressing yourself out.

OneADay

ooops - me bad, i must correct my little quip about first bill being £0.00.

Not right of course - if contract is not cancelled it would be line rental.

But I still think you are safe as you have not received the phone and hopefully it will get cancelled before you are due to receive the bill (although might still get bill)....hmm I am seeing your concern....but best not to stress yourself.

delosfive

OneADay wrote: »

And to be honest, you did place an order and change your mind before receiving the item - its not easy for many businesses to stop items being dispatched.

In the interests of clarity, it's best I reiterate that I didn't 'change my mind'. I received no communication from mobiles.co.uk for a number of days, in spite of my attempts to reach them both by phone (some 3-4 times) and email (to which I received 'We've received your message, here's a ticket number xxxx' which are still to this day without a reply.

Naturally, I came to the not unreasonable conclusion that mobiles.co.uk were not a functioning company, or I was unsuccessful in my order. I then wrote to tell them to cancel all orders/submissions and it is THEN, more than 12 hours later, that they ask for my date of birth. Something I gave them TWICE in my order submission. I reiterated my wish to cancel and in return they send me a 'confirmation/despatch' notice.

So please, don't try and push this aside as a 'change my mind'. My order would be intact and this thread never begun if they operated anything resembling a 'responsible' and 'effective' business.

OneADay

Well they do not have a great customer service I agree.

The rep chap has said only yesterday that Voda should confirm cancellation within 3 to 5 days - so hold to him to account if that does not happen in the next 3 days.

Other than that I still think you are worrying about something that is not going to cost your apart from time and hassle I agree with dealing with mobiles.co.uk - I know how it feels to be stuck on phone to CPW, listening to repeats of music and useless "please wait" messages and banging the handset on the desk (and thrrowing phone against wall once) after no one answering.

I felt the same about another company too but it folded so no wonder no one was keen to talk (another story).

delosfive

Y'know the rep-chap was written two twice (to private email) and I got no reply. He answered that question here, possibly for PR reasons. I really did give them plenty of opportunity to keep this between me and them, but they seem really fixed on only addressing matters when its in a public thread. Hardly faith forming.

It's got to the point I don't believe a word they say. I think if I didn't post here, they'd drag things out and fail to act until I was up !!!! creek. Fortunately, thanks to you and a number of other posters, it's clear (to me) that I can't be held responsible. I have a timeline of emails, this thread and other information which validates my situation and clearly illustrates their failure to take a responsible approach. I have sought legal advice too, since this began, and I know things are fine.

Nevertheless, I still want this put to bed. I still want to get a new phone with the service provider but don't want to proceed until this is cleared up. This is the reason for my focus on the matter.

Thanks for the support though, it's appreciated.

Silk

delosfive wrote: »

Nevertheless, I still want this put to bed. I still want to get a new phone with the service provider but don't want to proceed until this is cleared up. This is the reason for my focus on the matter.

Hi delos,
You have my fullest sympathy as there are a lot of similarities to the situation we were in.
It was one of the reasons why we were in contact with O2 because of reordering another phone on the same network from a more reputable dealer.
They were totaly acceptable to the situation and full of assurance that they would monitor the situation and ensure that we were left with just the one contract.
Providing you have been in contact with the network I can see no reason not to order another phone ......providing it wasn't mobiles.co.uk of course :rotfl:

delosfive

3-5 days passed, still no word from mobiles.co.uk

Last message received was "Note that disconnection takes 3-5 days to be processed through all systems but the cancellation is backdated, so please don't misunderstand this.

Did you not receive any email from us about recept of the phone back here or actioning of the cancellation?"

So much for "We will email you when this has happened". I guess my posting that Vodafone contacted me directly means that mobiles.co.uk needn't bother.

Shambles.

To Ben : I notice from your correspondence you've internal queries surrounding the confirmation of my order being delivered to my address. This never happened, in spite of the confirmation suggesting so. It was returned to the depot undelivered and I contacted the carrier to inform them you were calling it back. I too received a confirmation of delivery, but as we now both know this did not take place (one internal query mentions it being left in a 'greenhouse', which I hope is just a short-hand generalisation for abandoned deliveries, because I don't even own a greenhouse). Either way, it never reached here.

Silk

delosfive wrote: »

3-5 days passed, still no word from mobiles.co.uk

Last message received was "Note that disconnection takes 3-5 days to be processed through all systems but the cancellation is backdated, so please don't misunderstand this.

Did you not receive any email from us about recept of the phone back here or actioning of the cancellation?"

So much for "We will email you when this has happened". I guess my posting that Vodafone contacted me directly means that mobiles.co.uk needn't bother.

Shambles.

To Ben : I notice from your correspondence you've internal queries surrounding the confirmation of my order being delivered to my address. This never happened, in spite of the confirmation suggesting so. It was returned to the depot undelivered and I contacted the carrier to inform them you were calling it back. I too received a confirmation of delivery, but as we now both know this did not take place (one internal query mentions it being left in a 'greenhouse', which I hope is just a short-hand generalisation for abandoned deliveries, because I don't even own a greenhouse). Either way, it never reached here.

I'm afraid you seem to have been missed out Delos,
Have you heard anything yet ?

delosfive

Alas no. Not from Ben. I've given up expecting anything from mobiles.co.uk now - it only leads to further disappointment.

I've written to Vodafone (since by telephone they said they couldn't confirm due to a system problem) and I'm hoping to hear back tonight.

What an absolute waste of time and effort. mobiles.co.uk suddenly struck dumb with complete apathy about the whole thing. Disgrace.