mobiles.co.uk Cashback

Simon-F

Hi,


I've been waiting 6 weeks now since submitting my first cashback claim.
It seems to have been one thing after another. They keep saying they have received my claim, but have not processed it, and until they process it, cannot pay my claim!
I've asked when it will be processed, but they say they can't tell me that either.
I understand that it should take 7 days to approve a claim and payment should be received within 28 days after that. I should have received payment by now, not still be waiting for approval.

I've also tried escalating the matter to CPW and also sending a PM to the mobiles.co.uk rep on this forum with no success. Help!!!

Thanks
Simon

petermgates

Try CPW customer services on twitter [FONT=&quot] (@cpwcares)[/FONT]

Guys_Dad

Until he comes on personally to reply, you could always look up some of mobilejunkie's previous posts on how to proceed with LBA and then suing.

Don't want to say much more as I look forward to his reply!

mobilejunkie

Hope you didn't have to wait too long!

When any cpw company messes you around it's easy to enforce payment provided 1) you understand and have fully complied with the t&c applicable to your contract at the time you took it out; b) can prove you complied (e.g. copies of (correct) claims and proof of receipt; c) that payment has either been refused or not forthcoming within the timescale of said t&c.

Provided this is all covered, send the aforementioned LBA and email a copy to them direct, then issue a legal claim should they still pretend you have no case or ignore you (rather unlikely they will, but not unknown). Sending endless communications expecting a satisfactory response is a waste of time (yours) and their gain (cash-flow at worse or non-payment at best!).

For my humble guidelines of what you should have done and should be doing:-

https://forums.moneysavingexpert.com/discussion/558661

I would also warn that to expect this dealer to pay within 35 days if humourous; read the t&c VERY carefully before actioning that. However, payment acceptance and confirmation does normally occur within a week at most. Anyone waiting longer should get worried and immediately start asking questions. When the answers are not clear and satisfactory expect trouble and act accordingly at the earliest opportunity. Despite the Rep's the protestations and false proclaimations, there isn't really much difference between this dealer and other cpw clones. There also appears to be a few more incidents appearing on here now of unpaid claims.

Anyone considering using cpw dealers should always do their proper research beforehand and cover themselves at every step (see my guide). You have been warned (again).

Lynsey

Do as MJ states, but my advice would be to do it today, or ASAP.
I'm sure Mobiles.co.uk thrive on bad publicity!!!!!!!!!!!!
They sure don't seem to want to improve their image.

Lynsey

Simon-F

I nearly collapsed at the front door the other day when my cashback cheque arrived by Special Delivery!

I had spent the previous few days following all the advice I had been given here, and I also did a few checks to make sure I had crossed all the t's and dotted the i's.

Then, I received a phonecall from an Escalations Officer at mobiles.co.uk who said CPW had been in contact and the matter was to be resolved immediately. Mobiles.co.uk said they would raise a cheque and despatch it shortly.
Also, as I have to go through this process another 3 times, they assured me that my future claims will be processed immediately. Fingers crossed. I'll let you know!!!

PS: It seems the Twitter route worked for me. It took a few Tweets before I got my point across, then CPW phoned back. They checked the details I had previously sent them and said they would escalate the problem at Management level.

It got sorted out in the end, but has been a right pain. I was still receiving unhelpful and evasive emails from mobiles.co.uk Customer Services right up to the point that the Escalations Officer phoned...

Thanks to everyone here for your help and support

TREVORCOLMAN

Good result. Companies like this rely on inertia - i.e. the many people who strug their shoulders when hurdles are put in their way helps these out.

We shouldnt (I dont) let them get away with this sort of service.

TREVORCOLMAN

I am trying to email Mobiles.CO.UK my latest bill and each time I complete all the details on their drop down menu, attach my bill and insert a note at the end it all goes very slow and will not send.

Any ideas?

Thanks

Obsociety

I had this recently. They then claimed that my cashback claim (which had already been sent once a couple of weeks earlier) missed the deadline. Apparently I failed to send them all the relevant information, which was all on the bill that I emailed them.
Consequentially I apparently missed my deadline for the cashback claim - which was their fault because the claim couldn't be sent!
Beware - the next email you receive could be bad news.

Silk

TREVORCOLMAN wrote: »

I am trying to email Mobiles.CO.UK my latest bill and each time I complete all the details on their drop down menu, attach my bill and insert a note at the end it all goes very slow and will not send.

Any ideas?

Thanks

Hi Trevor,
Based on the fact that one of the latest "dirty tricks" by mobiles.co.uk is denying receiving correct bills etc via their online system I would suggest you use snail mail recorded.

Unless you do that you will have no proof of having sent the information.

Guys_Dad

Silk wrote: »

Hi Trevor,
Based on the fact that one of the latest "dirty tricks" by mobiles.co.uk is denying receiving correct bills etc via their online system I would suggest you use snail mail recorded.

Unless you do that you will have no proof of having sent the information.

This seems to be a worrying development for mobiles.co.uk. Until a few months ago, the main problem was slow paying but very little, by comparison, for reneging on actual payment. Now my friend did receive the cashback - we used recorded snail mail - but it is perplexing to read more and more complaints of "dirty tricks" as Silk aptly describes.

Certainly I won't advise my friend to use the on-line system as there seems to be no proof of delivery, so to speak, except by printing the screens as you go.