Mobiles.co.uk Cashback Rejected

cagiva

mobilejunkie wrote: »

If you can't be bothered to check the previous submission (it was NOT pointless!) because it was paid AND waited only 14 days to query when you have 60 to claim you really shouldn't be involved in cashbacks unless you're prepared to throw away money the claim should have been submitted at the start of the 60 day window giving you more than ample time to do something about it). Presumbaly your lack of time extended to inadequate research beforehand and accepting the (often) poor advice to simply follow blindly whatever it says in your on-line account (which is often WRONG as I have been pointing out for years).

It is what was in the original t&c which matter - nothing else. The previous (successful) claim month would determine if the March bill was the correct bill (regardless of what it may say anywhere else) and if you'd done this properly you would have enjoyed plenty of time to obtain your money. NOW you still can - IF you can prove 1) you submitted the correct bill and that it did contain all the necessary information, 2) they received the claim within the proper timeframe and 3) have rejected the claim unjustifiably (something some people on here apparently think won't happen).

Provided these conditions are met, follow the rest of the guidelines and sue. Otherwise, kiss the money goodbye and either put the time in or avoid cashback contracts.

Calm down I only asked for some advice and you treat me like I'm an idiot.

The first cashback was mean to be for the bill dated December 11, I was really busy and was aware that I didn't submit the bill to claim the cashback.

I really don't see how my previous submission as at all relevant when I didn't do it.

I submitted the bill about 7 days after I got it. 14 days later I had no received an update on it. So I sent another email inquiring about it.

I never got a response to that even after 20 days. So I tried to phone but gave up after hold for 20 minutes. I then emailed them again, and emailed customer services.

Total is 41 days, then I didn't receive a response for another 7 days, making 48 days. So this leaves me my 12 days to claim it again.

And why would I sue them for £25... I just wanted to know if they commonly made mistakes ie. not seeing all the info on the bill.

OneADay

If you are still within the 60 days of the current claim, suggest you download the required bill, check it and submit online

https://www.secure-mobiles.com/cashback/

Supply order no. rather than mobile number when submitting.

mobilejunkie

It's up to you whether you're happy to let them steal £25 from you; I wouldn't let them. I also wouldn't waste time attempting to contact them by phone and wouldn't wait more than two or three days for a response to an email. As soon as they fail to respond properly send an LBA and then sue or kiss goodbye to the cashback. Two lost out of five (presumably) makes £50. How many more £25s are you going to donate to them?

Inner_Zone

According to your posts you have been e-mailing the bills, is that correct?

'Cause I'm confused their T&C say:

"Important:
You must send all bills by recorded delivery as we cannot be held responsible for lost items or claims that arrive outside of the qualifying period stated above."

But it appears you can also send then electronically as per post 13.

cagiva

OneADay wrote: »

If you are still within the 60 days of the current claim, suggest you download the required bill, check it and submit online



Supply order no. rather than mobile number when submitting.

Ok I will do that and submit it that way, instead of emailing it like I did. The 60 days finishes in a couple of days. Thanks

mobilejunkie wrote: »

It's up to you whether you're happy to let them steal £25 from you; I wouldn't let them. I also wouldn't waste time attempting to contact them by phone and wouldn't wait more than two or three days for a response to an email. As soon as they fail to respond properly send an LBA and then sue or kiss goodbye to the cashback. Two lost out of five (presumably) makes £50. How many more £25s are you going to donate to them?

I am not happy losing £25 that I claimed for. The first one I know I didn't even try and submit, that was my fault. What is an LBA?

Inner_Zone wrote: »

According to your posts you have been e-mailing the bills, is that correct?

'Cause I'm confused their T&C say:

"Important:
You must send all bills by recorded delivery as we cannot be held responsible for lost items or claims that arrive outside of the qualifying period stated above."

But it appears you can also send then electronically as per post 13.

Yes they have a specific email address for you to email bills to and they have a web form that allows you to submit them. I email them since I dont get paper bills.

Quentin

cagiva wrote: »

Ok I will do that and submit it that way, instead of emailing it like I did. The 60 days finishes in a couple of days......

As you are so close to the deadline (and note they don't accept post on Saturdays), then if time remains you really ought to get a receipt for this (see post #7).

(LBA= Letter Before Action)

cagiva

Just to update, I sent back the exact same bill. I told them exactly where all the required information was.

I just got an email saying:

We're sorry for any problems claiming the cashback and as a good will gesture we will honor this claim as you have confirmed the third page of the bill was sent as this could have been missed by us.

So it worked out fine, thanks for the advice.

NeilSJ

My own issues with mobiles.co.uk relate to a supposed overpayment of cashback on a recent claim. I submitted my final cashback claim in February, but I received an email saying that my claim had been rejected to to a previous overpayment.

Several phone calls and emails later, I was informed that TWO cheques had been issued for the previous claim. As far as I can determine, this is simply not true. I certainly received, and cashed, one cheque, but have never received a second one. I've checked bank statements etc. and there's no trace of this second cheque.

Almost four months on, mobiles.co.uk are maintaining this position, and also seem to think it is my responsibility to prove I never cashed a second cheque.

I was considering writing to the Carphone Warehouse customer services to lodge a formal complaint, but I suspect this will go into the same bin as my emails to mobiles.co.uk.

grumbler

NeilSJ wrote: »

...
Almost four months on, mobiles.co.uk are maintaining this position, and also seem to think it is my responsibility to prove I never cashed a second cheque.

They are having a laugh. It is simply impossible to prove this.
They can easily find out whether the cheque was cashed or not.
If it was cashed, they know how and where it was.
If it wasn't they can cancel it.

Quentin

NeilSJ wrote: »

I was considering writing to the Carphone Warehouse customer services to lodge a formal complaint, but I suspect this will go into the same bin as my emails to mobiles.co.uk.

If you want them to pay you what you are owed, then do write a letter (before action)!

Send it to their legal dept though (not CS).

Then if they ignore it, follow through with action via MCOL.