mobiles.co.uk how is cashback worked out?

Tribulation

Wifes on a 24month Orange contract with 1/2 price cashback.
She sent off her first 6 month bill and today received a cheque for just £33.

She's on the Dolphin 40 (24 month) which is £34.04 a month

She also gets Indirect 10credit of £8.52 as part of the deal taking it down to £25.52 a month.

With my reckoning it can be worked out in one of two ways,

£34.04 x 6 months = £204.24 meaning she should have received cash back of £102.12

or more likely,

£25.52 x 6 months = £153.12 meaning she should have received cash back of £76.56

So can anyone tell me how that works out at just £33 cash back please?

OneADay

Cashbacks can be paid back in different amounts, first few could be lower value than rest.

1/2 price line rental offers can also be for x number of months but not whole period of contract.

But really without seeing exact details of the contract deal, its hard to work - if you post that, it would be easier to figure out.

The £34.04 you mention sounds like its excluding vat - with vat its £40 a month?

WychWeird

Having queried the exact same thing today, this is how I understand Mobiles.co.uk work out their cashback...


I ordered a £25 per month, 24 month contract with ½ price line rental for 14 months

• If your total cashback claim is over £100 you claim this on 5 occasions
  • Thus: 14 months x £12.50 = £175.00
• Divide this by the 5 claim points:
  • £175.00/5 - £35 per claim

I was expecting 6 months of claim at ½ price on my first claim, thus: 6 x £12.50 = £75.00

As I have two contracts with them, I was expecting quite a sizeable cheque

Shame they acknowledged both accounts and then promptly failed to process the second claim correctly

Just waiting on the Cashback Team to contact me on Monday....

To Ben: Would it be possible to make it clearer on your website exactly how the ½ price cashback works?

Tribulation

OneADay wrote: »

The £34.04 you mention sounds like its excluding vat - with vat its £40 a month?

Yes.

Will dig the contract out, redecorating living room so everything has been chucked in the spare room and it's like a tip at the moment, so might take a couple of days to find.

Think the cash back is for 18 months

Tribulation

WychWeird wrote: »

Having queried the exact same thing today, this is how I understand Mobiles.co.uk work out their cashback...


I ordered a £25 per month, 24 month contract with ½ price line rental for 14 months

• If your total cashback claim is over £100 you claim this on 5 occasions
  • Thus: 14 months x £12.50 = £175.00
• Divide this by the 5 claim points:
  • £175.00/5 - £35 per claim

If as my wife is convinced, the cash back is for 18 months then it still doesn't add up.

£25.52 x 18 = 459.36 which makes cash back of £229.68 or 5 payments of £45.96.

will need to find the contract first to check the details

WychWeird

Tribulation wrote: »

If as my wife is convinced, the cash back is for 18 months then it still doesn't add up.

£25.52 x 18 = 459.36 which makes cash back of £229.68 or 5 payments of £45.96.

will need to find the contract first to check the details

Although 13 months ½ price gives you close:

£25.52/2 = £12.76, x 13 months = £165.88, /5 = £33.18

WychWeird

Like Tribulation, I didn't get the expected amount of cashback so I spoke to them around lunchtime on the 13th. The CS rep explained how the cashback values were worked out and then checked my accounts and stated it appeared that the cashback team had only processed one account. As the cashback team weren't in on Saturday he stated that he would get them to contact me on Monday (today).

Guess what? Nothing. No (missing) cheque, no call, no email. Mobiles.co.uk surely must understand that failing to do what they've said frustrates people causing the angry reactions on this forum. It looks like I'll have to go through another protracted argument with this company.... updates to follow, as per usual!

WychWeird

My apologies to Tribulation for running away with his thread! Hopefully he'll update us with his situation soon.

Oddly, I posted at 18:46 last night and then spent some time hammering an LBA email to Mobiles.co.uk which I fired off to them at 19:45.....and found out only after I'd emailed it that my claim had been approved and paid (19:32 for both)!

What's really got my goat is that I now have to wait up to 28 days for my cheque to be processed and sent. The delay between my claim being received and processed isn't my fault, but Mobiles.co.uk have effectively penalised me for their mistake. Seriously not impressed with this company (again).

Tribulation

WychWeird wrote: »

My apologies to Tribulation for running away with his thread! Hopefully he'll update us with his situation soon.
.

No worries.

Their computers have been down all afternoon, initially get told to phone back in 2 - 3 hours, then get told to phone tomorrow.

mobilejunkie

Do computers GET bird flu? Must have caught it from the poor staff when they were unable to answer calls and emails because of it. Not their fault - these things could happen to any company (but don't!).

Tribulation

It's as WychWierd said,, my wife got the contract terms wrong

11 months 1/2 price not 18.

11 x 30 = £330 / 2 = £165

£165 / 5 = 5 payments of £33

Still could make it obvious on their web site though