Which regulator shall I complain Gadget Helpline to?

StopRobbing

Hi,

I took a mobile contract through mobiles.co.uk. At some point through the process they must have sold me the 'Gadget Helpline' service which I didn't pay enough attention to. However, I received NO confirmation letter in whatever form so I wasn't aware of this untill it appeared on my bank statement. Unfortunately, becuase my bank statement was sent out quarterly, it's been 3 months since it started. They charged me 6 months fee at the end of month 1.

So I called them and asked the full money back based on the fact that I was not aware of the fact that I've been signed up to the service. They claimed that they've got the proof that an e-mail has been sent. That e-mail must have been ended up in the junk e-mail as I didn't receive it, not surprising if it titled with word “gadget". They said that if you don't cancel after the 30 day's trail, they will not refund you any of the 6 months fee.

I dont' want to argue for too long over the phone as it's 0844 number:mad: I asked the name of the person I spoke to and a complaint contact. However, the e-mail she gave me doesn't work. So I used their online form instead. Because I mentioned this persons name in the e-mail, it's been forwarded to this person and her e-mail is very similar to the "complaint e-mail address" she gave me! She asked me to complain her to herself!

I'm really annoyed by now as I've wasted so many time and money on calling and e-mailing them. I'm wondering if anybody know who regulate this sort of company? Ofcom?

I think I was missold of this as no confirmation was sent by post but only an e-mail which is likely to be intercepted somewhere. At the minimum they should have refunded me the 4 months unused service. Looking at other posts, it's seemed that it's not clearly stated 6 months minimum contract in their T&C but they insist not any refund after trial. I didn't receive anything from them so I don't have a copy of T&Cs. Can anybody advise if there is a 6 months minimum contract in their latest T&Cs?

I personally think there should be tighter regulation on this sort of sales - automatically trap you in a "trial" and charge a lumpsum of payment in one go. They do not send out confirmation by post but an e-mail so there must be a proportion of people like me didn't get the e-mail therefore wasn't aware of that a hand has been put in to our pockets. Time this proportion by the total number of people who uses mobiles.co.uk or dial-a-phone etc they must have cleverly robbed a lot of people's hard earned money! This sort of business should go to hell as it has no value to the society or the fundermental econemy. It's a light fraud!

Basil1234

sorry you answered you own question here in the first 2 sentences.

At some point through the process they must have sold me the 'Gadget Helpline' service which I didn't pay enough attention to.

i feel for you but you didn't pay attention. first of all i would have complained to mobiles.co.uk and seen where that went as you where on there website and resold another product. then if no joy from that then its to ofcom and trading standards bearing in mind trading standards would prob your only real hope. but mobiles just goto prove you ticked a box and clicked accept terms which by the sound of it you did.
the only other way to deal with this is take it on the chin and vote with feet and never ever user them again.

grumbler

StopRobbing wrote: »

...That e-mail must have been ended up in the junk e-mail as I didn't receive it, not surprising if it titled with word “gadget". ...

In fact at least one of e-mails is titled "Mobiles.co.uk Order Confirmation ******** ".
I don't recall a single online purchase that I hadn't received a confirmation about by a e-mail.

Guys_Dad

I believe that during the ordering on line sequence of screens, probably in small print, your attention is drawn to this amazing "free" offer - see http://!!!!!!!!!!!!!!!!!!!!/tmti-cart.html.

In fact, it is on the very first page of the ordering screen - for example https://www.secure-mobiles.com/checkout/checkout.php?buy=YTo5OntzOjY6IndsY29kZSI7czo3OiJtb2JpbGVzIjtzOjg6InByaWNlX2lkIjtpOjEzNzg3MjAwO3M6ODoiZTJ1bmlxdWUiO3M6MjY6IjhtZzFuZ2RwcGVkNDNua2tybGZvamhuMmI1IjtzOjY6InJhbmRvbSI7aToxMzM3NjE1ODY0O3M6OToiaXBhZGRyZXNzIjtzOjEwOiIyLjI1LjIyNC43IjtzOjk6ImFmZmlsaWF0ZSI7TjtzOjExOiJpc2FmZmlsaWF0ZSI7YjowO3M6NjoiYWJUZXN0IjtzOjEwOiJNUFBBR0VfT0xEIjtzOjE2OiJhZmZpbGlhdGVoaXN0b3J5IjtOO30%3D

Now, their argument will be "If you don't read the ordering screen, it's not our fault". Don't get me wrong, I think that it is a despicable tactic, but it's there in black (all right, grey) and white and later on you agreed to their t&c.

Best cancel now, though.

Oh - and you are paying for insurance too if you haven't cancelled it !

grumbler

Any chance you keep paying for the insurance that you don't need as well?

johnnyrob67

I have just got caught with this. I didnt receive an email confirming i was getting this free months trial. In my eyes this is a con and feels like it could eventually turn out to be a mis selling case. How can they seriously charge 20.94 for something that you havent used. The retailers selling this "free product" should be accountable - (carphone warehouse in my case)

19lottie82

I bought a mobile from the same site and it clearly states on the order page that a months "free trial" is included but you must cancel it before the month is up if you don't want to be charged.

d123

johnnyrob67 wrote: »

How can they seriously charge 20.94 for something that you havent used.

Insurance companies do this to millions of people everyday (for significantly larger amounts). It's the way many services work, you pay for being able to use the service, whether you do or don't.

adamc260

2 points here

1) I've bought 2 contracts through mobiles.co.uk and they always bundle it in, it does make it very clear and you just ring the company to cancel

2) You only check your statements 4 times a year!? what the heck....

Unfortunately as you said you 'didnt pay attention', if you had you would of noticed it was included.