Mobiles.co.uk - What a Farce!

Womaniser

I signed up for a cashback deal with Mobiles.co.uk last year and every claim I have made hasn't been straightforward. I think they are trying it on hoping that customers forget or don't chase up their entitlement.

The first claim I sent back was received my Mobiles.co.uk but no cheque forthcoming. After six weeks I chased them up and they said that there had been a delay and it would be sent out immediately. It was received eight weeks later.

The second claim I chased and was told that the cheque had been issued but was awaiting signature! It arrived three weeks later, I noted that the signature was a pre-printed one!

My third and current claim was received, I chased them up and was told that the cheque was sent out and cashed three weeks ago! I have not received a cheque from them, I haven't deposited any cheques into my account since 3rd July! I have emailed them to ask for details of the cheque deposit, but nothing/nada/zilch.

I won't be using them again.

:mad:

Lynsey

The problem seems to be that you are allowing Mobiles.co.uk to get away with this.
Once they have broken their own T&C's you need to send a LBA (letter before action) giving a max. of 14 days to pay up before you will sue - I only give a max. of 10 days, but equally 7 days should be suffice.
They will pay up, even if court costs are included - as long as all has been done correctly at your end.

Good luck, but please be firmer.

Lynsey

Womaniser

Just had an email back from Mobiles.co.uk stating:

"In order for us to investigate this further we shall need to perform a cheque trace. This will take six weeks to process. Would you like us to continue with this?".

SIX WEEKS?

:mad:

Silk

Womaniser wrote: »

SIX WEEKS?

:mad:

:rotfl::rotfl::rotfl:
I'm wondering what you can do in 6 weeks ...sail round the world maybe ???

I agree with Lynsey, send a LBA

Whatever they have done at their end is of no concern with you.

Whatever excuses they make up the fact remains they have not sent you a cheque.

Explain you are giving them 7 days in which to get funds to you or you will issue etc etc.
And make sure you send it recorded etc.

Lynsey

Ask them what would happen if you were late with a claim and you broke the T&C's.

First thing I would email your complaint to the CPW CEO, give your grievance and forward a copy of the email, should put a smile on his face and show what the group are employing.

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

To be fair, he will pass this complaint on and you should see a swift result.
You can of course go straight for the jugular and fire off the LBA - the choice is yours.

Lynsey

Mobiles.co.uk_company_representative

I am the on line representative for mobiles.co.uk.

I am sorry to hear you have experienced problems relating to your cash back claims.

If our banking team have confirmed a cheque has been cashed then it must be investigated formally. The cheque trace can be quicker but normally does take 6 weeks.

If you would like me to look specifically at your order to see if I can assist please email jkane@mobiles.co.uk along with your order details.

Many Thanks

Quentin

Mobiles.co.uk_company_representative wrote: »

If our banking team have confirmed a cheque has been cashed then it must be investigated formally. The cheque trace can be quicker but normally does take 6 weeks.

It is no concern of the innocent customer how long your team take to trace a cheque.

If the money is overdue, then the OP should go down the lba/mcol route, (it's not going for the jugular, just normal business practice to get money owed out of a slow payer) - this lot are having a laugh!

soul619

yes but in their eyes the customer (not saying he is) could be lying and their fraud team need to rule that out before issuing a second cheque

Quentin

As already posted, that is of no concern to the OP, an innocent customer!

In fact this is just a variation of another of their tactics that they try on after telling customers they have sent out the cheque, it must be lost in the post and it takes them 6 weeks to stop it and reissue a new one.

Of course its nonsense, it takes 2 minutes to phone up and stop a cheque!

You can see they are trying it on from their mesage "Would you like us to continue with this?"!

If ever there was a cast iron fundamental breach of contract, here's one!

Guys_Dad

Mobiles.co.uk_company_representative wrote: »

I am the on line representative for mobiles.co.uk.

I am sorry to hear you have experienced problems relating to your cash back claims.

If our banking team have confirmed a cheque has been cashed then it must be investigated formally. The cheque trace can be quicker but normally does take 6 weeks.

If you would like me to look specifically at your order to see if I can assist please email jkane@mobiles.co.uk along with your order details.

Many Thanks

The problem you face, having taken over from Ben, is that you have a credibility problem. Take this case, for example.

I quote "The first claim I sent back was received my Mobiles.co.uk but no cheque forthcoming. After six weeks I chased them up and they said that there had been a delay and it would be sent out immediately. It was received eight weeks later.

The second claim I chased and was told that the cheque had been issued but was awaiting signature! It arrived three weeks later, I noted that the signature was a pre-printed one!

My third and current claim was received, I chased them up and was told that the cheque was sent out and cashed three weeks ago!"

That is all three out of three claims where your company has "had a problem". Now I used to take the stance that people should give Ben a chance to sort things out and fell out with other MSE members over this. But none of my earlier posts related to your company reneging on payment or failing to meet your own very generous (to yourselves, that is,) t&c. Do you really think that the forum members are likely to believe that the cheque was stolen in the post thereby giving you another 4 - 6 weeks to delay payment?.

But recently, nearly all of the posts are about failure to pay coupled with no response from your Customer Services.

The sums of money that customers are missing out on with the current cashback systems runs into £millions every year. Some of that is down to customers failing to claim, failing to follow t&c, but much is down to companies simply failing to pay and depending upon customers' apathy when it comes to fighting to get repayment.

If one is working for a company whose business model not only relies on customers failing to claim correctly but also stretches out its repayment beyond its t&c as well as allegedly reneging on valid claims, then consider just how secure is one's own personal future?