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The Mobile Outlet

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  • mar<
    mar< Posts: 241 Forumite
    Part of the Furniture 100 Posts Name Dropper Combo Breaker
    After 28 days I recieved a letter stating that my claim was refused as I did not include the despatch note, except I did. I even still have a photocopy of it.

    So how DO we prove legally that we sent the documents anyone?

    (forgive me I don't remember this being mentioned on these forums before)
  • mar< wrote: »
    So how DO we prove legally that we sent the documents anyone?

    (forgive me I don't remember this being mentioned on these forums before)

    That's EXACTLY the arguament I was having with the customer service person at the mobile outlet....
    I have copies of them, I have proof I sent something and proof it arrived BUT as he points out, I cannot prove what did arrive.

    I reckon the only solution would be to deliver and get receipt for what's delivered, get witnesses to what you send. It occurs to me you could fax it, but the T&C's say you must post.
  • oggsy
    oggsy Posts: 46 Forumite
    TMO dilemma...

    Hi all, I'm a new one to air a problem with a mobileoutlet claim.
    I sent my claim in on time by recorded delivery and photocopied all the documents so in theory all sorted.

    After 28 days I recieved a letter stating that my claim was refused as I did not include the despatch note, except I did. I even still have a photocopy of it.

    So I emailed and pointed that out and recieved a reply asking me to send the photocopy, so I copied it again and sent that off. I then heard nothing for ages. So I enquired again and was asked to fax my despatch note to them. So I did that on Monday.

    Today I recieved a letter stating I could not claim as I'm outside the 21 day claim period!!!

    I called the customer service line who were not helpful. They won't discuss cashback claims and told me to write in, however I pointed out that whenever I write in I get asked for more information which I supply only to be told it's invalid. I argued the point until I was promised a call back today from the cashback dept.

    I have to assume the call wont come so what now?

    I'm wondering if I should send a "Letter before Action" however the customer service dept told me that although I have copies of the documents AND proof of delivery I cannot prove what was actually delivered. It occurs to me the only way I could do that would be to have delivered by hand and got receipts for what was actually delivered, or have legal witnesses of what was posted?

    In essence, what on earth do I do now? I believe I'm in the right since I followed the T&C's in a timely manner but stand to lose my whole eligibility for the year (worth £360).

    Don't worry mate, you have no problem. Tand C's have been followed and as you have photocopies and your recorded delivery details they have everything to proceed with your claim. If you also have royal mail proof of your second photocopy of your despatch note even better. In my humble opinion they are messing about big-style and i would give them no short thrift and steam right ahead and start a money claims online dispute immediately, after all they are asking for paperwork beyond their own t and c's. Please feel free to pm me and do take a look at my previous posts. Do go for a settlement of the full £360 PLUS your costs of £30 for court. I have every confidence you are on to a winner.
  • claudio
    claudio Posts: 49 Forumite
    Is TMO supposed to provide you with cashback claim forms (coz none came with the phone) or do you simply submit all the necessary original dox with a covering letter ?
  • sabelu
    sabelu Posts: 1,180 Forumite
    Part of the Furniture 500 Posts Name Dropper Combo Breaker
    has anyone a copy they can send me of the old TMO cashback whereby there were two cashback dates rather than 5 i am in dispute with them thought I had the info but have mislaid?
    It pays to challenge
  • mar<
    mar< Posts: 241 Forumite
    Part of the Furniture 100 Posts Name Dropper Combo Breaker
    You're not referring to this bit sebalu for an 18 month contract? (current T&C)

    11.2 If you have an 18 month contract with your mobile phone, you will have your cash back/half price line rental refunded in 2 stages. We refund your line rental/cash back in month 12 and 18. To complete the process to redeem your cash back/line rental you must provide bills 6- 12, 17 and 18. These bills must be originals and must be received by The Mobile Outlet within 21 days from the date shown on these bills; otherwise you will loose your cash back/half price entitlement. Please note when forwarding bills 6-12, these must be received together within 21 days of the bill date illustrated on bill number 12.
  • kltpzyxm
    kltpzyxm Posts: 391 Forumite
    claudio wrote: »
    Is TMO supposed to provide you with cashback claim forms (coz none came with the phone) or do you simply submit all the necessary original dox with a covering letter ?
    Hi Claudio, there are no cashback forms. Your T&Cs should explain when to claim cashback and what to send, depending on the length of contract and the cashback amount. Be sure to send ORIGINAL documentation, and send it Next day Special Delivery. Might be worth getting someone to witness what you send. Hope this helps
  • claudio
    claudio Posts: 49 Forumite
    claudio wrote: »
    Is TMO supposed to provide you with cashback claim forms (coz none came with the phone) or do you simply submit all the necessary original dox with a covering letter ?

    Thanks kltpzyxm. For the benefit of anyone reading, I signed up with TBO at start of June on a 12 month T-Mobile contract with full cashback.
  • sabelu
    sabelu Posts: 1,180 Forumite
    Part of the Furniture 500 Posts Name Dropper Combo Breaker
    No am referring to a 12 month contract under the previous cash back conditions of two payments at 6 & 12 months.
    It pays to challenge
  • kltpzyxm
    kltpzyxm Posts: 391 Forumite
    Hi Claudio, I am on a similar deal. If your cashback is greater than £201, it is paid in 5 stages, each of which is one fifith of the total yearly tariff. Stage 1 claim needs to be within 21 days of the issue date on bill number 4 as specified in Clause 11.3 of the T&Cs. If your cashback is less than £200 then clause 11.1 of the T&Cs applies to you. You also need to send your ORIGINAL dispatch note with your first claim - see Clause 11.5.
    Hope this helps
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