Mobiles.co.uk Cashback Rejected

ericthelobster

I posted this a few months ago:

ericthelobster wrote: »

I'm a highly experienced mobile cashbacker - have been doing it successfully for years and I thought I'd seen everything - but just get a load of this one from mobiles.co.uk. They tell you to send in your "Month 6" bill for your first claim, but look how they define "month 6":

In their original email "IMPORTANT INFORMATION: Your Cheque Back Offer" which they sent just after starting the contract, it states the following:

"To claim your cashback you need to send in specific bills. When working out which bill to send in remember month 1 is the month you purchased, regardless of the date you ordered. You will need to send your bills in to us as follows:"

However, if you look at their cashback chart (and yes, I downloaded a dated copy of this on the day I started the contract) it states:

"The month you purchased your handset will be month 'Zero'. Month 'One' is your first full billed month."

In other words, they tell you that "month 6" is one of two months, depending on which paperwork you look at. Fortunately, as they give you 60 days after the relevant bill date to send it in, if you're in the know then the solution is to send in both bills at the same time, and they can take their pick... but really...!!!

I've been successfully claiming cashbacks on this contract (three to date) by hedging my bets and sending in both possibly qualifying bills, accompanied by the same rather acidic letter pointing out the error.

Today - praise be! - I've just received a Written Letter in the Post from mobiles.co.uk apologising for the error, which was apparently in the original sales email; and ie it is the website info which is correct. OK it took three letters from me before they responded but at least they did eventually! :beer:

mobilejunkie

Yes, and didn't they do well. NOW they don't define "month 1" at ALL. They simply continue playing their favourite games of ambiguity and attempting to move the goal posts. Oh, yes - and they have carefully increased the claim timescales for longer contracts (which are coincidentally, of course, the main ones available nowadays.

Leopards don't change their spots.

brick

Have mobiles.co.uk now got a fully automated claim processing mechanism?

Or is the fact that I received an instantaneous "claim accepted" email, complete with mobile number and claim month, potentially erroneous?

Indeed it even arrived milliseconds before a similarly instantaneous email confirming submission of my claim.

I've had the instantaneous confirmation of claim submission before, but not the instantaneous acceptance.

Good show if it is for real.

mobilejunkie

It matters not - you HAVE the written acceptance and that's all you need to sue if they don't pay.

Mobiles.co have an enormous divergence between claims/people at present; some are getting almost instant automatic acceptance and others get none at all. Some get both texts and emails, some just get one or the the other.

As always with CPW, just keep your eyes on the ball and don't get distracted by whatever they do or do not do. If they hypnotise you into a false sense of security you may find at some stage that you sleep-walk into an avoidable problem. CPW clones rarely stay the same for long.

countryman_2

Interesting to read of folk having such quick acceptances of their cashback claim........meanwhile from the email I received from them for my recently (two weeks ago) submitted claims (x2, I have two contracts through TalkMobile running a few days apart.

Here is their reply :-
>>Dear Mr

---

RE: 0000000
Thank you for your recent cashback claim.
We just wanted to let you know we still have your claim and we're sorry for
the delay in the claim being processed. We will email you in the next
21 days to confirm if your claim is successful, so there's no need to email
or call us.
If your claim isn't successful, the email we send you will contain detailed
information on how you can make a successful claim, provided you're still
within the 60 day claim period.
We're sorry again for the delay and thank you for your patience.
Yours sincerely
Mobiles.co.uk <<

This makes me wonder what they're up to, so I think I'm going to hedge my bets and send (via online or Email) in both of the possible (months) statements just in case they are going to pull the "wrong statement submitted" one on me, as after a further 21 days wait I will be getting close to the 60 day submission limit. This will be my first cashback claim by the way.

brick

countryman wrote: »

think I'm going to hedge my bets

Hedging your bets sounds sensible, and personally I would both upload AND email (others might disagree), keeping records of everything.

I would also leave myself enough time for snail mail as well, if necessary, as a last resort.

I would not bank on the bit about them sending detailed information in the event of rejection - you may be disappointed.

wakeupalarm

I today received from mobiles.co.uk my first ever cashback rejected email.

I took out a contract with talkmobile in July last year and sent my January bill (month 6) to them. They have rejected my claim saying the the bill I submitted shows a different mobile phone number to the one they hold.

Now I have tripple checked and the mobile number is correct as I only have one number with talkmobile and this is shown on the bill and what I submitted, they even quote it back to me in their rejection email.

I did however take out another contract with mobiles.co.uk the following month with O2. Is it possible they have mixed up the numbers they hold for the claim? I haven't submitted the O2 claim yet as its not quite 6 months.

How do I go about contacting them to correct their mistake?

grumbler

Everything is possible at this shambolic company.
If you don't want to pay 10p/min for calling 0870 number, use their online form for contacting them.

brick

grumbler wrote: »

If you don't want to pay 10p/min for calling 0870 number, use their online form for contacting them.

or try the regular landline alternatives listed on saynoto0870

countryman_2

Well! here's a turn up for the books.......after my post here a few days ago having received an email saying that it could be a further 21 days to wait to hear if my two cashback claims would be accepted I have just received the following email from mobiles.co.uk.......

>>
Dear

---

RE: Your cashback claim for 07*********
We're pleased to let you know that your month 6 cashback claim for this
mobile number has been accepted.
Please allow up to eight weeks to receive your cheque as this allows time
for it to be processed by our bank.
In order to claim the remainder of your cashback please submit the following
bill within 60 days from the date on the bill:
Month 9 - April 2013
Month 12 - July 2013
Month 15 - October 2013
Month 18 - January 2014
Yours sincerely
The cashback team <<

:j I also received a confirmation by text on both phones.
So after all that, my experience has been a positive one, lets see how my next claims go, I still have to wait up to 8 weeks for the cheque though.

Keep the faith and good luck to all in your cashback claims.

Countryman.