mobiles.co.uk

rookie4ever

Hello all,

Just wanted some general advice about a matter I have with mobiles.co.uk.

Contract (what they said on the website) 100 minutes, unlimited texts and unlimited data usage (no mention of data usage limit of that this was subject to fair usage policy)

I took out a contract with them on the 01/07/2010, phone arrived 02/07/2010. Then I logged onto my 3 account, as this is who the contract was with, and saw there was a limit, I was confused so went and emailed mobiles.co.uk (email not phone, I work on a secure site, can't be using my own mobile or work phones, and work phone only for business reasons and it is monitored). First email back did not answer the question at all aout this then I sent a response, after several emails to them and no answer on 11/07/2010 I asked for a return because of their complete lack of service and seeing as the contract was not what I paid for, several non responses later I got told to speak to returns, who then having seen the email trail said you didn't ask for a return until 11/07/2010 so no.

To which I answered if you guys had actually got back to me in time I would have. During this period I had told them I would cancel all my direct debits, this had been done before any answer from them, and they are aware of it, seeing as they have my entire email trail with them.

Finally they told me that apologies for the delay but we have other routes you should have gone down those routes (however am I meant to start phoning people at work?? there's a reason I emailed you and didn't scream at you guys down the phone) and told me to go speak to Trading Standards.

Consumer Direct have advised me that although there didn't have clarification on the website (even if they had it for the other deals on the website) I should have asked before taking the contract. Then stated that I could go do an LBA and go Small Claims but they wouldn't recommend it as I took the contract out. They stated that I could say answer my questions within a certain timeframe or I will cancel the contract then I told them I had already cancelled the direct debits and I told them so on several occasions.

To which Consumer Direct said they, mobiles.co.uk, could chase me via debt collectors and they don't actually have to answer questions that I ask them. Basically they don' tell me anything but I'll get lumped with lack of information is still your fault.

Basically I'm completely in the wrong in the eyes of the law, sounds like a crappy grin-and-bear it situation where I'd be stuck for the next 24 months, what would anyone advise I don't have loads of money to start splashing it on court cases that people seem to think I can't win.

I'm so ticked off at mobiles.co.uk right now for putting me in this position, makes me realise why so many people go down the illegal route, I work so hard and always follow the legit path to have this happen to me, it's not nice to know that their lack of everything good and proper in the world, means I have to pay the price!

Lynsey

Give the CPW CEO details of your grievance and how you believe you have been mislead and how you weren't answered in sufficient time regarding your query.

Emal: [EMAIL="dunstoc@cpwplc.com"]dunstoc@cpwplc.com[/EMAIL]

Cancelling your DD's is not a good thing, although I understand your frustration.

Lynsey

rookie4ever

Thanks for the email address I will try it.

Yeah I was thinking about the direct debits and whether I should reinstate them?

Quentin

rookie4ever wrote: »

Consumer Direct have advised me that although there didn't have clarification on the website (even if they had it for the other deals on the website) I should have asked before taking the contract. Then stated that I could go do an LBA and go Small Claims but they wouldn't recommend it as I took the contract out.

This seems poor advice from Consumer Direct.

You use small claims to recover money from anyone who owes you, not for getting out of a contract!

Your grounds for cancelling are not that you wanted to under the DSR, but that you have discovered you were missold. Pursue this line with cpw/mobiles, and make sure 3 are aware of the misselling - escalate the matter with them till you get to a manager there too.

rookie4ever

Well I did get the phone and I paid some money for that which was a little over 200 pounds, I think that's what the small claims would be for? Sorry for not mentioning that part

Silk

Hi Rookie,
Just looking at this quickly under DSR's you have 7 working days which starts the day following receipt of the phone so if it arrived on the 2nd the 3rd is a Saturday etc etc which means the 7th day would be the 13th so no problem as they have accepted you asked for return on the 11th

Guys_Dad

If I read your post correctly, then you are complaining that "unlimited" internet has, in fact, a cap.

Well, all UK networks claim "unlimited" internet but they also have a cap. Barmy, but true! And Ofcom - I think it is them - or the Advertising Standards people say that's ok!! To be absolutely clear, there are no major networks that will give you unlimited internet, although they all claim that they have unlimited packages. Check it out on their web sites.

There are some threads on this forum on the subject matter and you can always Google the net. It is a hot topic in the news too at present.

So, if all the networks have a cap and if the cap is the same (check!) then you need to consider whether or not you still want to use your phone to download data, how much per Mb it is out of bundle and you may want to remain with Three after all.

If you have cancelled your Direct Debit then you have made a big, big mistake and you need to reverse that pdq until you get an agreed route from mobiles.co.uk. Why? Because three will zap your credit record as it isn't mobiles.co.uk that you have the airtime record with, but three.

Incidentally, don't blame mobiles.co.uk for misleading you as every other dealer is exactly the same when they sell the network's "unlimited" data package. You can blame them, of course, and rightly so for their lack of response.unlimited"

rookie4ever

Thanks a lot for that!

Makes me feel a whole load better, I was starting to feel like there was no point persuing the matter because both parties had said there was no point.

I'm looking into reinstating the DD now and will contact 3 so that they know the situation as well, so hopefully that'll be okay. I was annoyed with the fact they couldn't tell there was cap before I took it out, when I could see a cap everywhere else on the site, if they had told me in time I'm not sure what I wouldn've have done but the fact taht they ignored me constantly and then turn around and state the only reason for saying no was the fact that I didn't formally ask them in time ticked me right off, I try and be nice to customer service people and didn't think it right to say to them "Hi can you please answer a question if I don't like the answer this email is officially a returns request?" it seems a bit bizarre but that's the only vibe they are giving me the fact that I didn't formally ask

Thanks everyone though

Quick update, got the DD reinstated, speaking to 3 about it now, fingers crossed and just got an email from Charles Dunstone, saying he's investigating the matter!

Lynsey

The logical answer is to only advertise the facts and the facts were no-one gets unlimited internet via their phone. Until they do this there will always be confusion and there should be the right to cancel due to being mis-sold.
Just advertise the correct internet usage - it's simple.

BTW, do they still sell "everlasting" gobstoppers??

Lynsey

Silk

Lynsey wrote: »

BTW, do they still sell "everlasting" gobstoppers??

Lynsey

Yes they do but don't buy any off mobiles.co.uk ....cos they only do Lemon flavour

:rotfl::rotfl::rotfl:

Guys_Dad

Actually, I wonder if you do have a case. Looking at mobiles.co.uk's web site, it clearly says unlimited internet browsing in reference to Three deals, yet on Three's website, it now says 1Gb data/internet.

It looks like Three have dropped their "unlimited" tag for a correct definition, whereas mobiles.co.uk have not responded/caught up.

Having said that, 1Gb (which is what I assume you are on) is better than O2 on your tariff and probably better than Voda as well.