Mobileshop refused my cashback claim.

xwing

Sorry to open a new thread but my situation appears not fit into the existing one about Mobileshop.

My previous experience with them is not bad, though they cashbacks are always delayed but they all finally came up.

But this time, I sent my claim a bit late, and it reached them 2 days after the expiry date, 2 Jan. So I received an email at the same day just to told me that my claim would not be processed because "it is in the T&Cs".

I tried to call the CS but on hold for more than 15 mins, emailed them and got a sad news of "As you agreed to the terms and conditions "

Wow. I have never complained about late cashback, which also in the T&Cs. I did not expect they become so rigid.

Moreover, my billing date is 9th every month, and the bill usually comes on 13-15th (did not show up this month). There are at most 20 days for me to make the claim, no mention the rush Christmas and New Year period. While Other retailers allow at least 30 days.

Is there anything I can do? Any suggestions are appreciated.

Also, could be a lesson for those with Mobileshop or considering it.

wadge

Probably not what you want to hear, but it did get to them late so IMHO they are within their rights to not honour the cashback.

xwing

I know. But I did not realized they could be so rigid.

wadge

When it comes to paying out, I'm sure they and anybody else would want the game played EXACTLY by the rules. Any excuse not to pay as it is their favour.

ultracheapskate

Like others have said, I'm sorry to say that it's unlikely they will pay up. If you don't follow the T@C (even by a couple of days), they will more than likely refuse your claim. Unless you can come up with a good excuse, but even then it will be difficult to revert their decision.

The only problem I have with mobileshop is that they don't follow their own conditions carefully. For example they used to process applications within 45 days of the voucher expiry date (we signed for those terms), but yet they changed it to 60 days without asking us. Furthermore it often takes them longer than 60 days to pay up - however it's ok if they take as long as they want to pay, yet we have to adhere strictly to the deadlines.

Totoriko

Remember that these companies HOPE that you mess up when you send your claim. I don't think they will give you a chance as what happened to you is exactly what they wanted. It's their way of making cash while attracting customers with those cashback deals.

nanjo

I am sorry to hear that, but I suppose you still can claim the rest of your cashback, unlike other company, you loose the whole lot.

thor

Sadly it is one rule for them and another rule for all of us. They can break their own t&cs without any punishment.

Pound

Why did you send it late?

xwing

Thank for all your replies.

My O2 bill did not came through on time. When I finally get the chance to speak to a CS staff, I was told that online bill was also acceptable. So I sent the claim straight away, but it was too late.

Anon

Sorry to hear that you have missed out, but as you said in your original message, you sent it in 2 days late and therefore missed the deadline. It is unfortunate that you did not investigate earlier, as Mobileshop have extensive FAQs on their website which outline that (unlike most retailers) the online bill is acceptable.

It doesn't make it easier getting rejected, but as mentioned above, these deals rely on not everyone claiming or meeting the T&Cs (when I asked for my PAC code from o2 and while trying to pursuade me not to cancel for another deal, the operator claimed that these sort of deals have a 28% success rate - ie only 28% of people successfully claim. I don't know how true the figure is, but it is clearly not 100% otherwise they wouldn't be able to afford to offer them).

Good luck for the next claim.

Anon