Mobiles.co.uk multiple problems

anneleyskiing

Hi please can someone help me with this problem.

I bought a blackberry online for 500 mins, unltd texts and 500mb data plus 10 months cashback with a Vodafone SIM for the discounted price of £25 (wonder now if I'll ever get that judging by my experience thus far). The phone arrived very quickly but I had reason to ring Vodafone shortly after and they told me that the tarrif I had been put on was for just 100 minutes for £30 per month! They said I would have to contact Mobiles.co.uk to sort that out.

I emailed mobiles.co.uk and they have acknowledged by email that I had been put on the wrong tarrif and that they would contact Vodafone on Monday earlier this week to sort it out. By Tuesday I still had heard nothing from them by phone/email to tell me it was sorted and I had received a call from Vodafone in the meantime and their customer services said they had not heard from mobiles.co.uk. They said that the Direct Debit had not been set up either but that I would be better sorting out the tarrif first before setting up the DD again.

They recommended my going into a Carphonewarehouse store to sort it out which I did on Tuesday and whilst in store spoke to Customer services of mobiles.co.uk and was told that they would contact Vodafone to sort this out. They did call me back that afternoon to say they had contacted Vodafone and were waiting to hear from them which would be in 24 hours.

Then on Thursday I receive an email from mobiles.co.uk to say that Vodafone say that I had not paid the DD!

I sent response asking for a conference call between me, mobiles.co.uk and vodafone to sort it all out and gave them 24 hours to respond.

They didn't.

As the DD has not been set up (I saw the computer screen in the phone shop indicating the instruction had gone through to Vodafone, albeit for the wrong amount) they have now blocked the phone.
I consider that mobiles have breached the contract as they have not set me up on the correct tarrif and dismally failed to sort it out since lodging my complaint. Can it be done? Any advice appreciated.

I'm planning to go into the Vodafone store on Monday and get screen prints of communications between them and mobiles as a start.
A

Silk

Hi Anne,
You need to decide what you want to happen ???

Do you want to cancel ?(easiest)

Get the phone and contract restored ?

Other ???

Do we know whether it's affected your credit rating ???

mobilejunkie

The last point is the crucial one. All the rest is detail compared to the effects of that. A new mess, but hardly surprising when using this dealer.

You really need the names/dates/times of the various people you've spoken with - and should ALWAYS try to get written confirmation if possible (but I appreciate that's like getting blood out of a stone from these two "organisations"). What an awful combination to have to deal with - two of THE worst companies combined and blaming each other no doubt. If you could have included T-Mobile somewhere in the mix you'd have "enjoyed" a tripple - header...!

I would put it in writing to both - AND send an email copy of the letter to speed things up. DEMAND that Mobiles.co put this right urgently and ensure that your credit record is not blemished as a direct result of their mess-up. Essentially (always when ordering on-line, especially with incompetent imbeciles like Mobiles.co) you should have copies from the point of sale of exactly what you have ordered. In the meantime - to protect your credit record - I would ensure you pay Vodafone immediately (for the wrong amount) and get them to confirm in writing they won't harm your external credit record. Then I would send a LBA to Mobiles.co for the entire cost of the contract, giving them 7 days to cancel the contract and refund ALL your costs before issuing proceedings if they don't. Of course, if you haven't got it all in writing at the point of sale onwards it's another matter - and a basic error people make when ordering from this lot (or anyone else for that matter) on-line.

anneleyskiing

Thank you for the responses. Earlier this week I just thought it would get sorted, but now I'm thinking I want to cancel as if they can't sort out something as basic as putting me on the right tarrif in the first place and setting up the DD there is not much hope of my getting cashback from mobiles.co.uk, especially as it has to be done in 5 tranches!

I hadn't really thought about my credit rating issue and am glad you have pointed this out to me. I'll do what mobile junkie advises on that.

I consider that there has been a fundamental breach of the contract which I think justifies cancelling, but no doubt their terms and conditions are such it is very difficult to get out of it. Is it really that easy to cancel?

Silk

anneleyskiing wrote: »

I consider that there has been a fundamental breach of the contract which I think justifies cancelling, but no doubt their terms and conditions are such it is very difficult to get out of it. Is it really that easy to cancel?

Yes it is easy enough due to them not keeping to their side of the contract ie. setting up what was agreed to by both parties.

The important thing here is protecting your credit rating due to their mistakes.

All action should be against mobiles.co.uk as they are the suppliers but best to keep Vodafone in the loop as to what you are doing

mobilejunkie

It's essential - it's Vodafone who will trash your credit rating for unpaid direct debits!

paulsad

Yes IMO vodafone are ruthless and take no prisoners when it comes to blacking your Credit History and their promises to "look into things for you" by their "web relations team" will amount to nothing... I speak from bitter experience!

anneleyskiing

Thanks for the further posts on this. Re the DD issue I have dug out the letter I received from Vodafone (dated 10/1) confirming that my DD instruction had been set up. However it then goes on to say 'please check that the payment details below are correct.' I can see that the account name and no are wrong and are suspiciously like my husband's who has the same first name initial and surname as me. They have put it in Mr A Kay, not Mrs. I'm pretty sure the info I put in was right but I suspect they must have selected my husbands info from whatever database they are using.

The letter goes on to ask that I contact them asap if the details were incorrect, and obviously, having only just found this out, I didn't.

I will contact Vodafone and see what they can tell me and it looks like I'll end up being stung for this months usage which is annoying and I doubt I'll get it back either.

Mobiles.co.uk have clearly got a lot wrong on this (data entry) and want out.

Vodafone

Hi Anneleyskiing,

I can understand that your concerned about this matter. So that we can take a look at your account and get this all resolved for you, can you send us an email here with WRT135 in the subject with a link to this thread.

Hi Paulsad,

It sounds like you still have an outstanding issue that hasn't been resolved. If that's the case then please do email us on the link in the post above. Then we can take another look into getting this cleared up for you.

Kind regards,

Heidi
Web Relations Team
Vodafone UK