Mobiles.co.uk Cashback Issue - Help

borgman

Hello,
sent my March bill as per cashback instructions via thier web-form on their website. They are now saying thet never had it even though I had an automated response email on 29th March. They say that as 60 days have now elapsed its tough luck!
Is there anything I can do?
Or am I just another sucker they have ripped off!
R

mobilejunkie

Answered on the other thread.

Silk

borgman wrote: »

Or am I just another sucker they have ripped off!
R

Hi Borgman,
Did you by any chance save a copy of the automated response ????

borgman

thanks for the replies.
Yes have sent off a copy of the automated response from when they rec'd my email. But don't know how I can prove that a copy of the bill was attached. Will wait and see what they do
R

anticlaus105

mobilejunkie wrote: »

Answered on the other thread.

Sorry to hijack this thread.

Hi mobilejunkie

I thought you may be away from your computer hence lack of reponse to my request but it seems you are not. Please could you check the PM's I sent.

mobilejunkie

anticlaus105 wrote: »

Sorry to hijack this thread.

Hi mobilejunkie

I thought you may be away from your computer hence lack of reponse to my request but it seems you are not. Please could you check the PM's I sent.

Sensible; yes, I was away and will do what you ask shortly.

ravdula

Hi, I've had the same problem. I followed the instructions on the website, which states to 'email our cashback team' to send a scanned copy of the bill. This took me to the page which i attached the bill, entered my details and submitted the email. I received an auto reponse as below.
Dear [EMAIL="ravdula@yahoo.co.uk"]ravdula[/EMAIL],

We received an email from you entitled #REF:CB1#: Cashback on Fri, 23 Apr 201017:43:06 +0100.

**Please note this is an automated response. We do not monitor this email address and therefore cannot answer any replies to this email**

***Any bills sent to this address for claiming cashback will not be processed. You must use the option ‘emailing my bill’ in the cashback web form in order for your claim to be successful***

Once we have received a copy of your bill we will confirm receipt by email within 24 hours.

It will then take up to 7 days to approve your claim and issue a cheque. You will be emailed once your claim is approved, and again when the cheque has been issued.

Please note it can take 28 days from the date we issued your cheque, for it to arrive.

If you have not received your cheque within 40 days of the day we received your bill then please contact us at [EMAIL="cashback_escalations@mobiles.co.uk"]cashback_escalations@mobiles.co.uk[/EMAIL]

In order to deal with your query as quickly as possible we will require your name, date of birth, postcode and order number.

We aim to respond within 48 hours and will only reply to cashback queries that fall outside this timeframe.

Regards

Mobiles.co.uk Cashback Team

They are now rejecting my claim for cashback, stating that they did not receive this bill and I should have sent it again as this email stated that 'we do not motitor this email address and therefore cannot answer any replies to this email'. I did not think there was a problem as I had submitted the bill and had no intention of replying to this auto reponse.

Can anyone help?

mobilejunkie

ravdula wrote: »

Hi, I've had the same problem. I followed the instructions on the website, which states to 'email our cashback team' to send a scanned copy of the bill. This took me to the page which i attached the bill, entered my details and submitted the email. I received an auto reponse as below.
Dear [EMAIL="ravdula@yahoo.co.uk"]ravdula[/EMAIL],

We received an email from you entitled #REF:CB1#: Cashback on Fri, 23 Apr 201017:43:06 +0100.

**Please note this is an automated response. We do not monitor this email address and therefore cannot answer any replies to this email**

***Any bills sent to this address for claiming cashback will not be processed. You must use the option ‘emailing my bill’ in the cashback web form in order for your claim to be successful***

Once we have received a copy of your bill we will confirm receipt by email within 24 hours.

It will then take up to 7 days to approve your claim and issue a cheque. You will be emailed once your claim is approved, and again when the cheque has been issued.

Please note it can take 28 days from the date we issued your cheque, for it to arrive.

If you have not received your cheque within 40 days of the day we received your bill then please contact us at [EMAIL="cashback_escalations@mobiles.co.uk"]cashback_escalations@mobiles.co.uk[/EMAIL]

In order to deal with your query as quickly as possible we will require your name, date of birth, postcode and order number.

We aim to respond within 48 hours and will only reply to cashback queries that fall outside this timeframe.

Regards

Mobiles.co.uk Cashback Team

They are now rejecting my claim for cashback, stating that they did not receive this bill and I should have sent it again as this email stated that 'we do not motitor this email address and therefore cannot answer any replies to this email'. I did not think there was a problem as I had submitted the bill and had no intention of replying to this auto reponse.

Can anyone help?

Well now, I've never received THIS email and have made lots of claims.

1) Read what it says; ignore it as you have done at your peril.

2) They always send an email confirmation of acceptance of the claim soon after the first email; if you don't get it, take action.

3) This is a dangerous company to make ANY assumptions with as regards cashback. You haven't covered yourself.

The first time I tried using their website to attach bills I hit a different problem and so don't use that means any more. If you took out your contract on or after September(ish) last year you have SIXTY days to get the bill to them. THAT is ample to ensure your claim is WELL within time - so if you haven't got a written confirmation OR proof of delivery by post (with a COPY of what you actually enclosed) long before that it's your own fault for not taking action. IF you are still within the 60 days of the date of the correct bill all you need to do is submit a new claim PROPERLY - at this stage by recorded delivery (or special delivery with consequential loss insurance if you want 100% cover/guarantee); with ALL cashback contracts you must cover yourself AND have a foolproof backup plan - or avoid such deals in the first place. Since the date of their email shows that you are now well beyond the 60 days you have to accept the fact that you have lost THIS claim and be grateful you will (presumably) not make the mistake on any future claims (which won't be jeapordised by missing this one).

Lynsey

Interesting, I hope you get this mess sorted. I always like to send signed for and even now still send a forwarding letter and take a photo of what is sent stapled together.

Lynsey

mobilejunkie

Always sensible; though I have long broken my own rules as long as I can ensure I have a totally safe back-up plan (I always do but rarely need it if ever!).

ravdula

mobilejunkie wrote: »

Well now, I've never received THIS email and have made lots of claims.

1) Read what it says; ignore it as you have done at your peril.

2) They always send an email confirmation of acceptance of the claim soon after the first email; if you don't get it, take action.

3) This is a dangerous company to make ANY assumptions with as regards cashback. You haven't covered yourself.

The first time I tried using their website to attach bills I hit a different problem and so don't use that means any more. If you took out your contract on or after September(ish) last year you have SIXTY days to get the bill to them. THAT is ample to ensure your claim is WELL within time - so if you haven't got a written confirmation OR proof of delivery by post (with a COPY of what you actually enclosed) long before that it's your own fault for not taking action. IF you are still within the 60 days of the date of the correct bill all you need to do is submit a new claim PROPERLY - at this stage by recorded delivery (or special delivery with consequential loss insurance if you want 100% cover/guarantee); with ALL cashback contracts you must cover yourself AND have a foolproof backup plan - or avoid such deals in the first place. Since the date of their email shows that you are now well beyond the 60 days you have to accept the fact that you have lost THIS claim and be grateful you will (presumably) not make the mistake on any future claims (which won't be jeapordised by missing this one).

I appreciate your response. This was my second cashback claim, and the first was submitted in the same way and was granted correctly. I only have 30 days in my terms as it was prior to Sept last year. I submitted my bill within the 30 days, and raised it with their excalations a few weeks later as they state it could take 21 days, which took it outside the 30 days. Since I had no problem wtih the first claim I had no concerns until this point.