Mobiles.co.uk Cashback Rejected

Lynsey

Quick update from these jokers.

Back end of last week our claim was accepted with an apology and compensation cheque raised for poor service and cheque raised for cashback.
Great all sorted .......................... or so we thought!!!!!

Yesterday:

RE: Your cashback claim for 07*********

We're writing to let you know that your month 12 cashback claim for this
mobile number has been rejected because there is an outstanding balance on
your account.

Please contact your network provider to arrange payment for the
outstanding balance. Once this has been resolved you'll need to request
the network to regenerate your bill so that it shows the payment as having
been made.

So that we can process this quickly, please resubmit your claim by sending
your bill to us within 60 days from the date on the bill.

If this bill is already outside the 60 day claim period then you won't be
able to claim for this but you can still claim the remainder of your
cashback by sending us the following bills:

Month 15 - December 2012
Month 18 - March 2013

Now, even silly me can see that the bill sent shows that the last T-Mobile bill has NO arrears and states "Payment received 17/8/12 by Direct Debit - Thank you - £31.76"

Unfortunately, there are millions unemployed who could easily manage this simple task. Why don't they use them??

Unless they are just playing a silly game, then their current staff are clearly incompetent!!

They have today to resolve this issue and LBA will be send tomorrow giving them 10 days to pay or else a claim will be submitted via MONEY CLAIM ONLINE. We really should send the LBA today as claim rejected for the 2nd time, but it was rejected for the above different silly reason.

Again, good luck to those claiming at this time with this company.

Lynsey

OneADay

Have had no probs myself - 19th aug sent bill in and had a cheque on 17th sep and into bank.

Lynsey

Another apology and yet another compensation cheque. lol

They stated the claim should NOT have been rejected a 2nd time and a confirmation email has been sent stating claim accepted and cheque raised.
Hubby asked if they would do the "decent thing" and allow us to cancel this contract due the all the current issues and getting compensation to cover the cost of buying out the T-Mobile side of things, but to no avail.
Sadly, 2 more claims to go .................... if this one is eventually sorted!!

Strange as it may sound, ....................... but maybe back to Buymobilephones. lol

I honestly do agree with MJ and the issue is maybe multiple accounts. Single accounts should have no issues - emphasis on should.

Lynsey

dov

ericthelobster wrote: »

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 just purchased quite a few phones from mobiles. co.uk over the last couple of months and I don't see the text "month 1 is the month you purchased" anywhere regarding calculating cashback. The closest I've got is "month 1 is the month after you purchased" in the welcome pdf. In fact the dates for cashback have been consistant both during the purchase and in all the material they have sent me afterwards (except for 1 contract where they had 1970/71 as the year...).

In searching my email I do see the text you mentioned from an old 2010 e2save contract....

mobilejunkie

Then you really are taking risks! You obviously haven't explored the t&c well enough to know what it says. You are relying on after sales information, which (recently as well as in the past) is often contradictory and wrong. Their custom and practice is (as always) one thing - regardless of their own t&c, naturally. However, it's the t&c which save you in a court of law.

Lynsey

This lot get even funnier!!
The 2nd rejection was NOT because of any arrears or because the bill showed any outstanding balance (which they agreed it didn't), but it was rejected as having an outstanding balance as they had to reject it for something and this is the option Mr M Y decided to opt for (from I suppose many drop-down boxes??)!!!
Because of their 1st c0ck-up, they had to approve manually and raise the cheque, so any further claims (once manually approved) had to show a rejection so as not to be paid twice!! So they just pick whatever rejection reason they want as it doesn't really matter .................... just causes confusion!!

Crazy, crazy system they have in place and lots of issues when THEY get it wrong.

Lynsey

brick

brick wrote: »

One day after resubmitting as a single PDF, I received a fresh "Cashback Claim Rejected" email, this time specifying no telephone number or month

These guys are shameless.

I queried the previous meaningless rejection, and today I receive a meaningless response:-

"I can confirm that we received your month 6 claim on 12 September; however we’re unable to raise your claim at this time because the bill doesn't show all the relevant information we require.

In order to process your claim we need a copy of the original bill in PDF format; this will include the first two pages of your bill and will show your name, address, mobile number, bill date and tariff. Ensure the address on your bill matches the address on our records or your claim won’t be successful.

Please resubmit your August bill in the correct format. For your claim to qualify, the bill must be no more than 60 days old when it is received by us."

Strong clear email as advised by mobilejunkie already sent, and I guess I best now send off a "signed for" paper copy of the bill as well given that the 60 day shutout now looms.

I'm philosophical - lots of very helpful information on this and similar threads, and I do now realise that cashbacks are something of a hardball game.

mobilejunkie

Yes - but good fun as Lynsey indicates and extremely good (would say saving, but actually)... investment!

dov

mobilejunkie wrote: »

Then you really are taking risks! You obviously haven't explored the t&c well enough to know what it says. You are relying on after sales information, which (recently as well as in the past) is often contradictory and wrong. Their custom and practice is (as always) one thing - regardless of their own t&c, naturally. However, it's the t&c which save you in a court of law.

When did I say I was relying on after sales information?

All I was saying was that in my case the dates given during and after the sale were consistent. They followed the logic of the chart given in the mobiles. co.uk/cashback.html page. The T&C on that page don't mention how to calculate the dates, only the chart does. I couldn't find the specific contradiction brought by ericthelobster in my literature.

Now I certainly don't deny that mobiles.co.uk could be contradictory after going through the bad years of e2save (and still getting all my cashback) and reading through all the posts in this and other threads but I just didn't see it regarding the specific dates in my recent purchases.

In fact I brought this up just in case I was missing something significant, maybe another set of T&C on the site that I had not seen (other than at /cashback.html).

mobilejunkie

It's in the t&c. You need to check thoroughly if you want to ensure you know what they are. There are additional drop down menus.