Mobiles.co.uk Cashback Rejected

brick

brick wrote: »

Strong clear email as advised by mobilejunkie already sent

Whether consequential or coincidental I can't say, but late yesterday I received a "Cashback Claim Accepted" email, but again specifying no telephone number or month:-

RE: Your cashback claim for

We're pleased to let you know that your month ? 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.

Should I disregard that as further meaningless junk?... that either intentionally or otherwise just serves to further muddy the waters.

My account records on mobiles.co.uk continue to show my (only) claim status as "Unsuccessful".

Lynsey

brick wrote: »

My account records on mobiles.co.uk continue to show my (only) claim status as "Unsuccessful".

Our account shows nothing for 1st and 3rd claim and we were told that's because it had to be done manually (down to their mistakes!!).
Bill Claim Amount Status
Bill Dated March 2012 £98.05
Bill Dated June 2012 £98.05 Paid
Bill Dated September 2012 £98.05
Bill Dated December 2012 £98.05
Bill Dated March 2013 £98.05
(only the June claim didn't need manually approved)

"muddy the waters"??
What is "clear" is they are in a mess!!

I think it was Quentin who once stated that if your claim was rejected initially, then just send LBA (giving max 14 days) for cheque or else claim via Money Claim Online (no need to allow them to investigate as they have rejected). The LBA is an opportunity to fix their errors immediately. Their "Legal Team" are supposed to be very good at paying out claims and costs without the need to go to court ................. just make sure you are 100% correct.
I think any more rejections for us on this one account (only 2 claims left if/when this one is paid) and we would probably just go straight to LBA.
Hopefully Quentin will confirm??
We've always been lenient trying to resolve issues, but they are now "beyond a joke".

Deliberate or just a shambles??

Lynsey

mobilejunkie

Oh, definitely shambles.

dov

mobilejunkie wrote: »

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.

I clicked on every drop down and took screen shots from mobiles.co.uk/cashback.html when I bought all the phones.

On that page the t&c are listed when clicking "click here to view our cashback terms & conditions" which doesn't state anything about calculating dates. The only place I found on that page was just below the cashback chart. Which states

"The month you purchased your handset will be month 'Zero'. Month 'One' is your first full billed month. So for example, if you ordered your handset in January and need to claim in month 6, we will need your bill dated July."

I guess its all really part of the T&C despite them not laying it out that way but I don't see a contradiction there unless I'm missing something.

mobilejunkie

The t&c are what you sign up to at the point of sale. All else is irrelevant. Those are the t&c (although there are actually some more hidden away in the full t&c for the site).

dov

I have the following list:

• cashback.html page
• Offer information page in basket
• terms and conditions pdf
  • terms-conditions-25-01-2011.pdf (just prior to submitting purchase form on final page)
  • terms-conditions-19-04-2012.pdf (on t_and_c.html)

Are there more hidden away or were you referring to the pdf file?

mobilejunkie

Sounds like you've been thorough - though t&c as at 19-4-12 are irrelvant since your purchase was made under the old t&c. I can't view those from your post, but I assume you are referring to the general t&c rather than specifically those instructions (t&c) for cashback. They have sneakily changed the full t&c to prevent people like me getting their money when there are VAT or network price increases part way throught the contract.

dov

I've been doing cashback for 10+ years for myself and family and following your posts. Only made 1 mistake (out of loads of deals), because I was greedy and then didn't sue straight away.

14.3.2 is the same in both general t&c's. I pointed out the 2 pdfs as thats an example of confusion/inconsistency. Another is the 28 days or 8 weeks to give you the cashback after they have accepted the claim but I'm sure you've seen that and more.

In any case I shall get my cashback one way or another. First claim is in November...

Quentin

Lynsey wrote: »

.......I think any more rejections for us on this one account (only 2 claims left if/when this one is paid) and we would probably just go straight to LBA.
Hopefully Quentin will confirm??
We've always been lenient trying to resolve issues, but they are now "beyond a joke"........

With this shower there seems little point being "lenient" when it comes to deciding when to send your LBA.

Consider what their approach to you would be were you to breach the ts + cs by being a day late in submitting any required document.

As soon as they breach the agreement, then (assuming you are prepared to take the action you threaten), post off the LBA. If they ignore it you can act as soon as the time frame given them has elapsed.

If you want to show leniency you can do so by giving them days of grace once the time frame you have given to be paid in the LBA has elapsed. The LBA won't "lapse" just because you delay issuing your MCOL beyond the date given to them to respond.

But you will have set out your position to them from the outset, rather than been lenient, then realised your gesture has been abused by the cheque still not turning up and still have to wait whilst a LBA is sent and the time frame used before you can act.

Lynsey

Thank you Quentin, I'm sure it was you who advised to take action straight away rather than "negotiating" with them for their errors. A rejection is a rejection, end of.

So basically if all sent correctly and claim wrongly rejected, rather than allow them time to look into the issue we can just:

Send a LBA once rejected giving 14 days max to issue cheque.
Day 15 issue Money Claim Online.

Head Office:
1 Portal Way
London
W3 6RS

Email LBA to Customer Service (Mobiles.co.uk or E2save or Onestopphoneshop). Though LBA should suffice.

If rejected claim overturned, then personal choice whether to allow claim to progress naturally rather than Money Claim Online.

Hope it helps others during current issues.

Lynsey