Mobileshop.com (merged)

Regmir

I sent an email and they replied with a general delay processing times etc. I wrote another email and gave them 7 days notice and the money has been paid into my account within about 4 days time.
I am glad about it because I didn't really wanted to go through small court claims...
I suggest write to them a couple of times and may be they will listen.
Good luck everyone!

Where_Did_I_Go?

Well I sent them an e-mail last Thursday (5th July) at about 4pm, giving them 7 days to pay.

Following on from Lynsey said above: "Don'y rely on emails. they don't really stand up.", I went onto Livechat on Tuesday (10th July).

Iasked about payment, and got the standard reply re. delays. I then asked if she could confirm receipt of the above e-mail. She looked, and confirmed.

"
Sandeep: Can I ask if you can confirm reciept of an e-mail sent on Thursday 5th July 2007
Carole: where was it sent to
Sandeep: "customer.service@mobileshop.com"
Carole: Bear with me while I look at this for you
Sandeep: thank you
Carole: yes i can confirm this email was recieved
Carole: it was forwarded directly to the appropriate department
Sandeep: Thank you, I look-forward to hopefully resolving this before any further action is required.
Sandeep: Thank you for your help
Carole: Bye
"

So, I am going to give them until tomorrow morning then what do I do next? What is the proceedure. Can I claim for all remaining payments (I have to send my final claim in the next few days when my bill is delivered).

Thanks in advance.

Quentin

The problem about using e-mails is if you intend to resort to the SCC.

You would still need to send a letter before action before issuing a summons.

(You say you sent an e-mail giving them 7 days to pay - if they don't, then you would still need to send the letter, so giving them another 7 days before you start your action).

If you do issue a summons, then you can claim for all the remaining cashbacks due, not just the late one.

State on your claim that by not paying you their breach of the contract is "fundamental".

Where_Did_I_Go?

Ahhh I understand, I didn't realise that a written request was required. I will sent them a letter today

egduj

If anyone has actually taken legal action to recover their cashbacks, please let us know how the process went. It would be greatly appreciated.

Medicine_Man_2

I am still outstanding 2 payments, I am sending in a notice of intended prosecution (thanks for the format AB). I tried to get Watchdog to investigate but they havent got back in touch. I have bought my new mobile from one-stop-phoneshop (Carphone warehouse's on line set up) 12months free deal. My partner has always been paid up dead on time by them!

I'm not ever returning to Mobileshop!:mad:

rs1969_2

The letter format posted by AP is brilliant. My cashback was overdue by 60 days. I sent a letter by recorded delivery threatening legal action and received a cheque two days later ! Thanks a lot.

Avoid Mobileshop like the plague. They are cheating their customers.

jaslily

Thanks AP for your letter format. I sent Mobileshop a letter and an email giving them 7 days and I got my money back today. I have finished this contract. I am not going to use Mobileshop again.

E2save is good, but I am not sure about their new 'Match' cashback T&Cs. They are very confusing.

philipbradbury

Below is a sample of one of the emails I sent...

Dear Mobileshop,

PLEASE PASS THIS EMAIL TO YOUR LEGAL DEPARTMENT WITHOUT DELAY.

I recently received my second cash back payment under this contract. It was 31 days overdue (in addition to the 60 days you ask for) and despite several requests for payment I did not get my money until I sent an email threatening legal action in the County Court.

My third payment is now due. According to your terms and conditions it should have been paid “within 60 days” from 9 May 2007 which is by 8 July 2007.

Your previous behaviour is totally unacceptable and I am not prepared to wait as long for the third payment as I did the second. You have had 60 days to sort out my cash back and I have heard nothing from you.

I understand that you have had a major technical problem with the cashback payment system, but it is now time this was solved and payments should be made on time. The “major technical problem” excuse is wearing a bit thin.

You say that your problem lies in matching exact customer payment details, for example bank sort code and account number, to the correct customers. You made my second payment after the “major technical problem” so in my case this should no longer be an issue. My details have not changed and are: Some Building Society, 08-09-10, 12345678.

You also say that you can pay me in Argos Vouchers and I was told on the ‘phone this could be done without delay. I do not want Argos Vouchers, our contract was for a “cash” back payment, but if you can authorise payment in Argos Vouchers then you can arrange for a cheque to be sent. It is the same process, sending a document to my postal address and the same pre-checks as to the validity of the claim must be the same.

I do not wish to appear unreasonable, so without prejudice and as a gesture of goodwill I will give you a further two weeks to make the payment. If I have not received the £82.50 you owe me by Monday 23 July 2007 I shall issue proceedings in the County Court to recover the debt, without further communication.

I will accept payment into my bank account or by cheque to my home address.

My Voucher Number is: V12345

My postal address is:


1 Anystreet
Anytown
AB12 3CD

You can see from the cash back tracking page on your web-site, that my Voucher C claim is valid and is now overdue:

Cashback details for your voucher number 12345 Voucher Issued: 28/08/2006

Voucher A
Voucher A claim received on: 03/01/2007
You should expect to receive payment Around 60 days after we received your claim for this voucher.
Voucher A paid on: 07/03/2007 - Payment was processed into your bank account.
If after 14 days the payment is not showing in your account, contact us. (See below for contact details)
Voucher B
Voucher B claim received on: 02/03/2007
You should expect to receive payment Around 60 days after we received your claim for this voucher.
Voucher B paid on: 30/05/2007 - Payment was processed into your bank account.
If after 14 days the payment is not showing in your account, contact us. (See below for contact details)
Voucher C
Voucher C claim received on: 09/05/2007
You should expect to receive payment Around 60 days after we received your claim for this voucher.

Voucher D
Details of your fourth voucher will be shown here when the claim is updated


Yours faithfully

Philip Bradbury



Terms and Conditions referred to above:

Terms & Conditions (Customers who ordered between 15th May 2006 and 31st October 2006)

How to redeem your cash back.
12 Month Contracts: Claims are redeemable at months 5, 7, 9 and 12.
18 Month Contracts: Claims are redeemable at months 5, 10, 13 and 18.
24 Month Contracts: Claims are redeemable at months 5, 12, 18 and 24.

Please send in a copy of your required airtime bill, which MUST be received within 30 days of the billing date at our offices. Please ensure that you write your cash back number on the airtime bill. This can be found on your invoice.

How to make a claim.
If you wish to claim and receive same day confirmation please use the fax claim line on 09069592033. Calls charged at 75p per minute please ask bill payer for permission. Alternatively please use the postal service.

Terms & Conditions
1) The "Cash Back" or "Line Rental Refund" promotion is a Mobileshop offer.

2) The "Cash Back" or "Line Rental Refund" offers are only available to customers subscribing to a brand new 12, 18 or 24 month airtime agreement.

3) Your "Cash Back" or "Line Rental Refund" is refunded to you in four stages by redemption. You must redeem your cash back by sending in a copy of your airtime bill, to arrive at Mobileshop, within 30 days of the billing date:
12 Month Contracts: at months 5, 7, 9 and 12.
18 Month Contracts: at months 5, 10, 13 and 18.
24 Month Contracts: at months 5, 12, 18 and 24.

Claims are subject to you remaining on the same pay monthly tariff as you were originally connected.

4) "Cash Back" will only be issued to customers who have purchased a contract handset deal.

5) Claims should be posted to: Mobileshop Cash Back Claims Dept, Millennium House, Fox Covert Lane, Misterton, Doncaster, DN10 4ER. We strongly recommend sending all items by recorded post as we cannot be held responsible for missing or late arriving claims.

6) The "Cash Back" or "Line Rental Refund" will be paid by Mobileshop to the individual or company who originally placed the order with us by either a refund to your bank account or by cheque. We aim to process all payments within 60 days from the valid claim date

7) Under no circumstances will late cash back claims be processed

8) All claims are subject to the terms and conditions set out herewith and claims which do not conform to these terms and conditions will be void.

9) If you have changed your address or bank details, since placing your order, please send your new details in a covering letter with your claim

pealy

Received my cashback today.

I ended up getting two at the same time, one due 11 March, the other wasn't due until the middle of August.

Like everyone else I've had to prod & poke mercilessly. The reason I got paid, I think, is that I found someone *very* high up to bother.

It's clear to me that they're paying people in order of how much hassle they generate and not according to entitlement. The very fact that they can send out Argos vouchers immediately tells you it's nothing to do with resource, ask yourself how much longer it actaully takes to raise a payment instead of sending out vouchers..

I'll never deal with them again and I'd encourage everyone else to go elsewhere too, they really really don't care.