Mobiles co uk refusing cashback. (Help really appreciated)

disgruntled89

Seen a couple of other threads already on this but the excuse given to me was a little different (and harder to disprove).

Like so many others i was promised a nice amount of cashback on my contract (over £200) i made sure i stuck with all the t & c and i sent off my email with the correct bill attached. the email i got back was:

Hello

Thank you for your email, after checking your files it shows your not entitled to any cashback.


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Asma Hussain
Cashback Administrator
mobiles co uk

Which was really irritating because they know thats rubbish.
I sent them back:

No this is not acceptable. When i agreed to take out the contract i was told on the website there would be half price line rental so long as i sent in the necessary bills by the deadline, i have done this. If you maintain that i am not entitled to any cashback then the contract has been mis-sold to me:

'Any discounted line rental quoted, for example "12 Months Half Price" or "8 Months £1.99 Line Rental" is a redemption offer where mobiles co uk will refund you the difference at set points throughout your contract: mobiles co uk have no way to apply discounts directly on to your monthly bill as only the networks have access to bills. We ask for a copy of your bill simply to prove that you are still paying for the contract, as we could not operate a business where we refunded line rental that was not paid in the first place.'

I really hope we can resolve this otherwise i will be taking this further.

Its been 5 days since i sent that email and ive heard nothing.
What do you suggest next? Its a bit harder because i cant simply prove that ive been paying my bills, they're saying that im not entitled to any cashback in the first place.

David

Exhortation

Do you have a copy of your original contract, stating that you are entitled to the cashback offer?

disgruntled89

All i have is an email they sent saying that the phone has been dispatched, it doesnt even contain the monthly payment.

Please do not reply this e-mail.

Hello,

This email is to notify you that order 1041532 has been sent to our warehouse to be despatched. Delivery will take place the next working day unless this email is timed after 5pm, in which case it will be collected tomorrow for delivery the following working day.

Your Order
==========================================================================
HTC HD2 on Vodafone 1 £129.99
Your Plan 900
24-month contract
Gadget Phone Support - £2.99/month 1
PhoneCare Insurance - Band B - £7.99 1

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DHL Guaranteed Next Working Day - Despatched £0.00The cashback offer was on the website. Its the only reason i went with mobiles co uk.

Exhortation

Unless you have some kind of proof then I'm afraid you may be stuck. I have to say that although people post many problems with mobiles.co.uk this is the first time I've seen this particular one. I am relatively new on here, though, so there may be others who can help.

Quentin

disgruntled89 wrote: »

All i have is an email they sent saying that the phone has been dispatched, it doesnt even contain the monthly payment.

If that is all you have, then how did you know about the cashback t + c mentioned in your OP?

disgruntled89

because mobiles co uk have a section on cashback (how to claim, reasons for cashback being denied etc). *not allowed to post the link*


They still have very similiar cashback offers on their website (i took out the contract 7 months ago)

Ive sent an email to vodafone but i dont think ill have much joy because i dont think they know anything about the cashback offers.

Its a huge amount they owe me, and being a student its proving a very expensive contract.

disgruntled89

sorry, scrap that, they have exactly the same offer still advertised

Ramb0_2

I had something similar happen to me a few years ago, it was with a company called mobile connections who had a massive client base providing cash back deals. What they did was trade under different names around birmingham and open a number of websites providing cash back deals to customers, to cut a long story short they closed shop and got away with millions, I ended up being defaulted on my credit report and have now just paid it off, it was pointless trying to fight with the network as the network sold the debt on.

When I did ring up the network provider they just said that cashback deal with with yourself and the company and its not the network providers problem more or less.

Anyway if you google 'mobile connections birmingham' and you should come up with many articles regarding them, i'm just wondering if mobiles.co.uk is just another branch.

Quentin

disgruntled89 wrote: »

sorry, scrap that, they have exactly the same offer still advertised

You are lucky then.

Print off the details as your evidence, and go down the lba/mcol route.

(Although voda will be interested to learn about the way mobiles are trying to get out of honouring the deal, you are probably better to get on with direct action to get your money off them).

If you do any more deals like this in future print off everything at the time of the original purchase - as you have found out, even so called blue chip companies are quite happy to lie their way out of their contractual cbligations.

Quentin

disgruntled89 wrote: »

i made sure i stuck with all the t & c and i sent off my email with the correct bill attached. the email i got back was:

Hello

Thank you for your email, after checking your files it shows your not entitled to any cashback.


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Asma Hussain
Cashback Administrator
mobiles co uk

On reading Asthma's unhelpful email to you again, maybe the point the "Cashback Administrator" was badly trying to get across wasn't that there was no cashback entitlement with the phone you bought, but that (in their opinion) your claim was in some way invalid, and thus you weren't currently "entitled" to get any.

If you have read up on the sort of responses we get from cpw companies including this one over customer service matters, you'll see this is not unusual!

Lynsey

disgruntled89 wrote: »

sorry, scrap that, they have exactly the same offer still advertised

Where is this deal on the Vodafone 900 tariff??

Lynsey