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kltpzyxm

jagnew wrote: »

Nowhere in my T&C does it say 5 equal instalments. I have to complete the 5 stages, bills 1-4, 5-7, 8+9, 10+11 and finally 12. I'm only at stage 1 with stage 2 to be completed next bill.

John

Hi jagnew,
it might be worth you reading all the posts in this thread....

kltpzyxm

athomick wrote: »

I haven't figured out yet if TMO customer services are using complex hypnotic / confusion techniques or are perhaps just a bit dim. They pretend not to read communications, are selective about what they understand, misquote the customer and themselves, break promises on a seemingly random basis and pretend to be giving you something when they are in fact trying their hardest to mug you in broad daylight while smiling sweetly at you.

They told me that they issued payment to my account today :j (they told me the same thing last week ). They have talked a lot of nonsense, the most amusing being:



I have 5 more days to wait before I can stop listening to this nonsense and start claiming the lot.:rotfl:

They are certainly not "dim"....in my humble opinion of course...which I think your other comments indicate that you think the same....

athomick

kltpzyxm wrote: »

They are certainly not "dim"....in my humble opinion of course...which I think your other comments indicate that you think the same....

You are right. I am suspicious that they have a fairly complex procedure which is disguised as idiocy and designed to put you off your guard. They have been trying hard to get me to accept a new set of T&Cs. Since they claim that they are paying the current one out of goodwill, the new T&Cs would give them an opportunity to try and invalidate the remaining claims :eek: . I think someone else might have mentioned this tactic somewhere else in the thread.

Quentin

It is good advice to be wary of any gesture of goodwill from them. (They don't entail the "gesturer" with any liability).

If they are maintaining the "goodwill gesture" stance with you over any payment made to you, then it is a good idea to formally (by letter) refute this - by telling them the payments which have been received have all been under the terms of your agreed contract, and you reject their suggestion they are making any goodwill gesture.

(Unless of course you have broken the contract!)

dancer1234

Hi - am due to put in my 2nd claim to TMO even though I haven't received my 1st claim yet...keep getting emails saying it will be paid in 7 days but its been two months now.

Anyway, my main concern is I haven't received my October bill yet as it would have been sent out when the post strike was on....is anyone else in the same boat!!!??? I know TMO will only accept original bills but surely someone has to pay as if I don't receive my original october bill then that is my claim for the whole year null and void!!!! Please help if anyone else is experiencing the same thing. Thanks.

inkypinky999

Hi Friends,

Thanks to all for contributing information regarding cashback issues with TMO.

I have also taken a contract with them and after sending my bills in time within 21 days of date on the 4th bill, they have not sent my cashback after > 28 days, thus breaching their contract which is legally binding to them and the buyer.

I have recieved the bills which I had sent through Self Addressed envelope, Got email that they have recieved my papers but not got cashback, contacted on 24/10 they said they have made payment, contacted on 29/10 they say write email again to cashback team, and the person on other side hanged up before even listening to my response.

Have already contacted them 5 times through email

I am not starting the following actions against them, will keep this thread posted as things progress.

Day 1. Registered complain against them on consumer direct.
Day 3. I am now going to send letter through recorded post for giving them last chance to pay the money due before I take the case to court

My Question is

Shall I send letter to their shipley address or the new address which is on their website for sending cashback claims?
Any suggestions/templates on what I should/should not write in letter.

Any help/suggestions will be much appreciated.

Again thanks and Collectively we can ensure that we are not taken for granted by such companies.


Regards

James212

athomick wrote: »

I am suspicious that they have a fairly complex procedure which is disguised as idiocy and designed to put you off your guard.

Quentin wrote: »

It is good advice to be wary of any gesture of goodwill from them.

Hi,

Yes I agree with both of you. I'm sure TMO have systems & procedures in place to maximise failure of cash back claims and therefore maximise their profit & minimise any loss from such offers. I suppose it would be naive to think they wouldn't, baring in mind the amount of money they would lose if the cash back claim procedure was straightforward and easy. But I think unfortunately it does catch a lot of people that are new to the cash back 'game', those who do not expect to be tricked in this way. I imagine it does come across that they (TMO) don't know what they are doing sometimes, but I would think they know exactly what they are doing when it comes down to arguing about refusing customers' cash back claims.

Take my experiences:

i) No reply to my cash back complaint letter until 4 weeks later (after I'd launched a small claim action against them), despite my complaint letter giving them a 2 week deadline to respond. A coincidence? (that they only replied after I'd initiated a small claim). Their reply did not refer to the small claim action, but offered 50% cash back "goodwill gesture". Despite their delay in not even replying to my complaint in a timely fashion i.e. within the 2 week deadline, they did not defend or dispute my claim.

ii) Cheque for payment of my claim was dated 2 weeks before they actually sent it to me (in fact, this was the day I'd telephoned TMO warning them that I would be applying for a warrant to reclaim the money). Again, strange coincidence. But then why did they not send me the cheque when they originally wrote it, and saved me the hassle (and TMO £55) of taking out the warrant? Again, despite the weird 'cheque date' coincidence, they had absolutely no grounds to appeal against the £55 (warrant cost), which they had to pay.

I find this to be a most odd combination of contradictory actions (and inactions).

athomick

Quentin wrote: »

It is good advice to be wary of any gesture of goodwill from them. (They don't entail the "gesturer" with any liability).

Quentin wrote: »

If they are maintaining the "goodwill gesture" stance with you over any payment made to you, then it is a good idea to formally (by letter) refute this - by telling them the payments which have been received have all been under the terms of your agreed contract, and you reject their suggestion they are making any goodwill gesture.

(Unless of course you have broken the contract!)

I have always replied to these "gestures" in the same way:

I can only reiterate for the third time:

I have sent you a Letter before Action (received by you on 26th October) and will proceed to recover the money you owe me through the court if payment is not received within the timescale contained within the letter (10 days from receipt of the letter).

I will continue to abide by the terms and conditions which I printed from your website at the time I made the purchase and would like you to do the same.

I have not broken their T&Cs at any point.

James212

inkypinky999 wrote: »

My Question is

Shall I send letter to their shipley address or the new address which is on their website for sending cashback claims?
Any suggestions/templates on what I should/should not write in letter.

Hi,

The only (postal) address I can see on their website is the same as it's always been i.e.:

3/4 Riverdale House
Dockfield Road
Shipley
BD17 7AD

Apparently, they have moved to another address, due to flood damage I heard, and therefore they have a postal redirect set-up to the new address, which is posted on this thread (http://forums.moneysavingexpert.com/showpost.html?p=6547235&postcount=1010).

However, as far as I am aware, this address hasn't been officially released by TMO or updated on their website, so you should continue to use the "3/4 Riverdale House" address above.

With regard to what details the letter should contain, simply state your position, and what you want TMO to do, and include a deadline (date) and explain if they do not pay up before the deadline then you will be making a claim against them.

taz63

update to MCOL claim - tmo have defended the whole amount. I claimed whole years cash back + court costs, based on the fact that my 1st claim was wrongly rejected. TMO claims my 4th bill wasn't included, when it was. They did offer to honour the rest of my cash backs as a gesture of goodwill, but i decided to take the MCOL route. Claim is in the process of being transferred, looks like i better get all my evidence in order. I thought that they wouldn't have disputed it, knowing that i had video evidence, obviously I was wrong. Will keep you updated.

Any advise.. tips.. would be appreciated.