Mobiles co uk refusing cashback. (Help really appreciated)

Anon

I cannot see which deal you are referring to - there isn't an offer with a cost of £129.99 for the handset (plenty of others, with free handset). Did you print off the pages when you ordered to keep a record of what you were ordering (as the email confirmation does not mention the offer)? It may be worth editing your post to remove your order number as that will identify you to the Mobiles.co.uk rep (though no doubt they can check from their end anyway).

Also, when I ordered from Mobiles.co.uk the offer (in my case 9 months free) was showing as a line on the order confirmation - is it possible that the version you ticked wasn't one of those with a cashback deal (they have a lot of different options listed)

Good luck.

Anon

Lynsey

I'm wondering if this is an actual Mobiles.co.uk error.
The phones in question which are paid for have a lower monthly discounted rate. The free phones have a cashback offer.
Was this the confusion??

Lynsey

snitchy

Consider yourself lucky that you even got a reply... First bill I emailed them a few months back was fine, and I got all the confirmation emails and the cheque in the post.

I emailed them my second bill 3 weeks back, nothing... Emailed it again 2 weeks back, nothing... Sent them a third email a week ago to a different address asking what was going on, and still nothing. I have a strange feeling I'm suddenly being ignored

Guys_Dad

snitchy wrote: »

I emailed them my second bill 3 weeks back, nothing... Emailed it again 2 weeks back, nothing... Sent them a third email a week ago to a different address asking what was going on, and still nothing. I have a strange feeling I'm suddenly being ignored

If you are still within your 60-day window, send them a copy of the bill by registered post at once, tracking it on-line and keeping a copy of the signed for slip. At the moment, you are lacking visible proof of receipt by them.

This will give you the leg to stand on when you send them the letter before action that I hope you will follow through if they renege.

Silk

snitchy wrote: »

Consider yourself lucky that you even got a reply... First bill I emailed them a few months back was fine, and I got all the confirmation emails and the cheque in the post.

I emailed them my second bill 3 weeks back, nothing... Emailed it again 2 weeks back, nothing... Sent them a third email a week ago to a different address asking what was going on, and still nothing. I have a strange feeling I'm suddenly being ignored

Its standard stuff from them I'm afraid ....they ignore you till it's too late to claim.
As GD has said you need to send it by recorded post to ensure you have proof you sent it.
It helps to make life easier when you get them to court to make your claim;)

Anon

It also cannot cause any harm emailing the Mobiles.co.uk Official Rep who has recently appeared on the forums and see if she can help? It would be bad form offering to help resolve problems on here and then still not receiving a reply (particularly as you are likely to head straight back on here and tell us ). If there is a problem with the cashback process/online submission etc (there appears to be from the number of threads increasing on here recently) causing delays to their published process, we could also do with an official Mobiles.co.uk statement/apology and getting it sorted sharpish before their reputation is completely in tatters. I am considering an offer at the moment as my contract is up for renewal but the current discussions are making me wary (and I have been having cashback deals for probably the last 6 contracts).

Good luck!

Anon

snitchy

Thanks for the advice guys (and sorry to disgruntled89 for high-jacking his/her thread lol). I was about to send out my bill by snail mail as suggested this morning, and they somehow must have been watching because I finally got an email from them saying they have received my bill and have got the cheque in the post. So even if that is a load of rubbish at least I now have my proof of receipt. I shall now look forward to doing it all over again in 3 months time!

Mobiles.co.uk_company_representative

disgruntled89 wrote: »

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.


--
====
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

I am the on line representative for mobiles.co.uk and I would like to see that this matter is resolved.

If you would like me to look into the details of your cash back/order please email jkane@mobiles.co.uk with your order number and/or postcode.

Thank you

Hazel_Eyes_Fella

I'm having the similar issues with redeeming with mobiles.co.uk as I submitted my bill at the appropriate time earlier this month online through the site and got an automated response back.

I then chased a day later to see if it was received. Asma Hussain replied stating they hadn't and requested it be resent.

I then resubmitted and received an automated reply:

Hi

*This is an automated response*

You have chosen the query type 'emailing my bill' using our cashback web form which is for submitting claims for free or half price line rental.

Your email is now in a queue and our cashback department will be in touch shortly with a time frame for approving your claim.

Thanks

Mobiles.co.uk
--
Mobiles.co.uk CashBack Team

I emailed Asma back to check if she'd received anything, I didn't receive a reply.

After not hearing anything I've tried calling to ask if they've received the info they need as they haven't got back to me after a week. I've been on the phone on hold for 40mins!!! And now given up.

I've now emailed [EMAIL="jkane@mobiles.co.uk"]jkane@mobiles.co.uk[/EMAIL] for a response before I start taking things further legally.

Phenomenally frustrating given the amount of cashback at stake and that I think they're part of the CPW group where I've had minimal issues with e2save, onestopphoneshop.

Jkane please can you sort these issues out as ultimately this will affect the people who will look to take these redemption deals out with yourselves especially MSE members or anyone who googles your company!

Julia_Me

Hi, I too am experiencing the same issues. I tried to send my 6th bill in a month ago and did not even receive an acknowledgement email. I have since sent my 6th bill twice more. I have also tried to email Customer Services and even Carphone Warehouse themselves. I am really concerned that the delay is to prevent me from being in time to receive my cashback. I would never have taken the deal if I had not received 18 months half price. I have sent an email to [EMAIL="jkane@mobiles.co.uk"]jkane@mobiles.co.uk[/EMAIL] and have yet to receive a reponse. Has anybody else received their cashback yet or a reponse to their email? What is the next step legally if they refuse to acknowledge my claim?