Mobiles.co.uk - Weird rejection reason ??

pudden.mcbamm

Hi
I was hoping someone could shed a bit of light on my Dear John from Mobiles.co.uk it says .

The claim has been rejected because we have overpaid you on a previous claim.

I have checked my previous claim and I was paid the correct amount.

I am not new claiming I have 4 year previous experience at claiming and never been rejected.

thegoodman

This is a new one.
Log into your account under mobiles.co.uk, you will need user ID and email. Check what amount you have been paid last time.
Is it same as what you have received?
The list also shows the breakdown of all payments and what bills you need to send.
If it's wrong let them know.

pudden.mcbamm

Hi thegoodman , thanks for the reply .
I checked Mobile.co.uk account amount is correct , checked bank account for amount paid into account that is correct .
I will phone them this morning and post answer later.

mobilejunkie

It's not new (the fact that someone who oft gives poor advice doesn't know that is no surprise though).

Quite recently, for a few months they got in a complete mess. THIS time I believe it was complete incompetence rather than their (sometimes) deliberate attempts not to pay. They DID pay people twice AND for wrong amounts during that period. Eventually (in at least two cases that I know of) they did catch up and try to even it out (without always succeeding).

It is possible that a) you are wrong about the amounts and payments received vs. what should have been received - though sounds unlikely. IGNORE the payments and dates listed on the on-line account - they are sometimes wrong too (despite the insistently BAD instructions to blindly follow them given by some), or b) they have screwed up and confused the payments due AGAIN. I have not seen this for about 4 months and have received several payments in the last month alone - as have many of the people I watch over. This therefore also seems unlikely - but not impossible.

Check your t&c and the offer, make sure that YOU know how it works, what was due, when it was due and what you received. If everything WAS correct, send a stern email stating the facts and demand payment without further delay, also stating that if they refuse or the payment isn't forthcoming you won't delay in taking the necesary steps to secure your valid payment.

thegoodman

mobilejunkie wrote: »

It's not new (the fact that someone who oft gives poor advice doesn't know that is no surprise though).

Quite recently, for a few months they got in a complete mess. THIS time I believe it was complete incompetence rather than their (sometimes) deliberate attempts not to pay. They DID pay people twice AND for wrong amounts during that period. Eventually (in at least two cases that I know of) they did catch up and try to even it out (without always succeeding).

It is possible that a) you are wrong about the amounts and payments received vs. what should have been received - though sounds unlikely. IGNORE the payments and dates listed on the on-line account - they are sometimes wrong too (despite the insistently BAD instructions to blindly follow them given by some), or b) they have screwed up and confused the payments due AGAIN. I have not seen this for about 4 months and have received several payments in the last month alone - as have many of the people I watch over. This therefore also seems unlikely - but not impossible.

Check your t&c and the offer, make sure that YOU know how it works, what was due, when it was due and what you received. If everything WAS correct, send a stern email stating the facts and demand payment without further delay, also stating that if they refuse or the payment isn't forthcoming you won't delay in taking the necesary steps to secure your valid payment.

The T&C is not going th tell op what amount is due, only when to send the bill and and in what condition. The op knows all this.

As I have said check the account information and find out what amount is due and how much is paid.
I don't think it's worth sending an stern email at this time. The op is correct, give them a ring or send them a quick email and let them know all facts, get the response and take it from there. May be a mistake from either side. Take one step

OneADay

Not been checking online account for too long but judging by one particular deal, its not likely to be always correct.

In my example I have one final claim in May coming, two previous marked as paid with the amounts but the two prior to that are blank even though they have been paid.

I would personally get hold some bank statements, send off an email to them telling them you have proof of what was paid and they can correct their own errors.

mobilejunkie

thegoodman wrote: »

The T&C is not going th tell op what amount is due, only when to send the bill and and in what condition. The op knows all this.

As I have said check the account information and find out what amount is due and how much is paid.
I don't think it's worth sending an stern email at this time. The op is correct, give them a ring or send them a quick email and let them know all facts, get the response and take it from there. May be a mistake from either side. Take one step

Check the account and if it says £6 you'll accept £6 instead of the £90 which may be due? Well, you're consistent if nothing else. That has happened on one of ours, by the way. Guess we should simply believe them and accept a fraction of what should be paid!

The t&c dictate the amounts to be paid and when, based on the offer signed up to in the first place. Or you could follow the ludicrous and repeaqted suggestion of accepting whatever may be on your account on any particular day, regardless of whether it's correct!

thegoodman

I think you need to get life and STOP trying to be some kind of cashback guru. It's a common sense, you check the account to make sure it adds up to what you have signed for. Just for you simple eg is you check the bank account, if the amount is not what you think then you check further, if it's still wrong you give them a ring or email. You take step by step.

Only if we had common sense classes in the school.

mobilejunkie

You obviously didn't have English lessons; or, if you did, they were as effective as your understanding of cashback contracts - or contracts in general, for that matter.

I'm not "trying" to be anything - though you seem to be. I am making it clear, simple and effective - not relying on phone calls, emails, misinformation or anything else. There's an army of ex-customers out there who've wasted time on all of that and ended up doing what they should have in the first place. Of course, you DO have to know what you're doing - and you clearly don't.

pudden.mcbamm

As a reply to the original problem I was having .The rejection was incorrect (surprise surprise) but to make it worse I have 3 deals with them at the mo and not one of them had been fulfilled correctly for various reasons .
Thankfully customer service guy was able to sort it out , but I wont count my chickens though until i have the cheques in my hand.

Guys_Dad

pudden.mcbamm wrote: »

................ but I wont count my chickens though until i have the cheques in my hand.

You will probably find the with Bernard Matthews' shrink wrap around them in Tesco's freezer by the time you get to count them !! :rotfl::rotfl: