mobiles.co.uk cashback problems

MikeTaylorBristol

Hi All,

Hope someone can help - I'm just looking for some advice from anyone who's managed to resolve any cashback problems with mobiles.co.uk.

Basically, I moved house before claiming cashback and updated my address with them before submitting any bills. All bills were submitted within the correct time period etc. The bills were apparently sent, but I never received them.

Several queries later I was told several times that the cheques have been cancelled and resent, but still nothing arrived.

Then it finally seemed the problem may have been solved - for some reason my updated address hadn't been added as my correspondence address. So the cheques were sent again - still nothing. And now, when I try and submit my latest bill for cashback, the details on their system don't match my postcode and I get a very blunt email response when I query whether the address was changed correctly.

Does anyone have any ideas on how to get this resolved? I'd really like to claim this quite significant amount of money I was promised, and have followed all the procedure that was laid down when I signed up for the contract.

Thanks for reading, hope someone can help!

Mike.

mobilejunkie

Provided you complied with the t&c you signed up to at the point of sale and can PROVE that, send a LBA and then sue if the money fails to arrive.

https://forums.moneysavingexpert.com/discussion/558661

Silk

Thats interesting ...exactly the same problem this poster had a week or so ago ..................

deannatrois wrote: »

I ordered a Samsung Galaxy S in January 2011, 24 month contract with cashback.

I moved in February 2011.

I applied for cashback in July 2011.., claim was accepted.

However the cheque was sent to my old address. I could find no way of changing the address on the mobiles.co.uk website. I started my saga of emails with mobiles.co.uk cashback escalations.

Since then I have sent many emails to mobiles.co.uk escalations.., they said the original cashback cheque was returned.., and another would be issued and my address changed. Nothing arrived. I chased it up again in September to be told by escalations that the replacement cheque had not been sent out and the address probably hadn't been changed, but it would be .., and a new cheque issued. I have received nothing. I have emailed since trying to chase it up.

I just tried to mail October's bill (late because I had to ask Orange for a copy) and it wouldn't accept it under my 'new' post code but would under the old.

So inspite of umpteen mails, and promises that my address would be changed, and a replacement cheque would be sent out.., Mobiles.co.uk still have the old address and I still have no cheques (2x£72 now).

Please can this be resolved.., emailing Cashback escalations seems to be doing me no good whatsoever?

Thank you.

MikeTaylorBristol

Thanks both for replying!

Its interesting to see another person with the same problem, it seems mobiles.co.uk can't handle something as simple as a person changing their address.

I've just now found out that when my address was apparently updated it was actually changed back to my old address! So I've changed it back through their website this time, and asked them to reissue the cheques again - I'll see if this works any better!

If not, I'll follow mobilejunkies suggestion.

Thanks again! Oh, and if anyone from mobiles.co.uk happens upon this, please feel free to message me to try and get this sorted!

Silk

MikeTaylorBristol wrote: »

Thanks again! Oh, and if anyone from mobiles.co.uk happens upon this, please feel free to message me to try and get this sorted!

Your welcome Mike,
The reps not logged in for a few weeks and even if he did he is not allowed to use PM's.

d40eq6

Silk wrote: »

Your welcome Mike,
The reps not logged in for a few weeks and even if he did he is not allowed to use PM's.

The Rep left the Company in August/September to my knowledge.

Silk

d40eq6 wrote: »

The Rep left the Company in August/September to my knowledge.

Well the rep was last logged in on the 9th of this month

mobilejunkie

Creepy...! Lol!