The Mobile Outlet

grayme-m

The one consistency with TMO is that they are inconsistent.

Missing out on my daily updates of my case, last week I looked to see that it was 53 days since they received my second and final claim and emailed a polite reminder to the forumqueries and cashback addresses.

That was enough in the past, but to be inconsistent this time it wasn't so, a couple of days later I emailed again using the unfortunate promise of a SCC application if I didn't have my money in a week.

Yesterday morning at just after midnight they emailed me to respond to the first email (sent four days earlier) to say the documents were being processed and to wait 7-10 days... then another during office hours saying payment was on its way by BACS. :j

To save hours of tired questioning posts, I would have completed the claim if I had needed to (and still may ); I had hoped that they had got their house in order enough that they didn't need chasing but as my wife's claim was timely, they couldn't be consistent...

For the record, I didn't believe the message on here about being 10-14 days behind, except maybe that they were 10-14 days behind their normal schedule rather than those of the T&Cs. A system outage of two weeks probably coincided with his holiday.

It's still a lot easier than Mobileshop who currently are yet to respond to my promise of SCC action, other than to offer the same tired excuse standard email again...

thesaint

thesaint wrote: »

I too believe that they have sorted out many people through this site, the problem I have is that for every person that gets their cashback, they are replaced by another who has problems, myself included.

They are running "approximately" 10-14 days behind, so that means that in two weeks we will see no more posts about claims that are not paid in 28 days, that is good news.:T

I posted this a while back. Looks like it was a tad premature

Nessyjr

TMO are now claiming that they have a backlog of post, and are only opeing post dated 25th May at the moment.

My final claim was received by them on 5th June, and a supplementary letter enclosing the T&C from the commencement of my contract was received on 7th June (proof of both obtained from Royal Mail, as had posted by Recorded).

In that supplementary letter, I reminded them that they would be in breach of the contract if I did not receive my full cashback claim by 3rd July (the expiry of the 28 days for payment). Well, the 28 days have passed, and no sign of payment...

The guy I spoke to, Dean Smith, was able to tell me that they had the Royal Mail tracking numbers for delivery receipt on their system, but because of the alleged postal backlog, the letters hadn't been opened or read. I pointed out that they were in breach of contract, and I was now issuing legal proceedings to recover the cashback. This caused consternation(!!), and he said that he would speak to the cashback payment team to get things speeded up.

I'm not holding my breath......

kltpzyxm

29 days after my claim had been received by TMO, I sent a polite email reminder and got the 3-4 week postal backlog response.
I responded politely, saying that this was not acceptable and that I needed indication of a definte payment date within 48 hours.
I then received an apologetic email (within 48 hours) promising a bacs payment within 7-10 days. After 7 days, I sent another
polite reminder of the promise to make the bacs payment within another 3 days.
This morning I received another email apologising for the delay and indicating that a bacs payment had been made today (Day 8)
I've seen some other posts on this thread about claimants getting emails like this, and was sceptical, thinking it was another delaying tactic.

So, I checked my account and the payment has been made (and only 13 days late....LOL)

This is a slight improvement on my first claim which was 19 days late (which to be honest, I didn't chase up).

Here's hoping that the situation will have improved further when I come to submit claim #3 in about 3 weeks time....yeah, right!!

grayme-m

kltpzyxm wrote: »

This morning I received another email apologising for the delay and indicating that a bacs payment had been made today (Day 8)...
So, I checked my account and the payment has been made (and only 13 days late....LOL)

BACS takes two working days, so they couldn't have made the payment today...

Why didn't they email you two days ago to say they had made payment?

Unless they have paid by CHAPs, which costs over £20 a time?

grayme-m

Nessyjr wrote: »

TMO are now claiming that they have a backlog of post, and are only opeing post dated 25th May at the moment.

My final claim was received by them on 5th June, and a supplementary letter enclosing the T&C from the commencement of my contract was received on 7th June (proof of both obtained from Royal Mail, as had posted by Recorded).

In that supplementary letter, I reminded them that they would be in breach of the contract if I did not receive my full cashback claim by 3rd July (the expiry of the 28 days for payment). Well, the 28 days have passed, and no sign of payment...

The guy I spoke to, Dean Smith, was able to tell me that they had the Royal Mail tracking numbers for delivery receipt on their system, but because of the alleged postal backlog, the letters hadn't been opened or read. I pointed out that they were in breach of contract, and I was now issuing legal proceedings to recover the cashback. This caused consternation(!!), and he said that he would speak to the cashback payment team to get things speeded up.

I'm not holding my breath......

This is (for me) probably the most concerning post on this thread; not even opening the post?! :eek:

kltpzyxm

grayme-m wrote: »

BACS takes two working days, so they couldn't have made the payment today...

Why didn't they email you two days ago to say they had made payment?

Unless they have paid by CHAPs, which costs over £20 a time?

Hi Grayme-m,
I'm merely describing what has happened today. I got the email today saying they had paid me today and my account balance includes my cashback payment. As to why they didn't notify me 2 days ago, your guess is as good as mine. As for a chaps payment, since they are reluctant to part with money, I wouldn't have thought they would have used that method. Are you making some other point which I am perhaps missing?

grayme-m

kltpzyxm wrote: »

Hi Grayme-m,
I'm merely describing what has happened today. I got the email today saying they had paid me today and my account balance includes my cashback payment. As to why they didn't notify me 2 days ago, your guess is as good as mine. As for a chaps payment, since they are reluctant to part with money, I wouldn't have thought they would have used that method. Are you making some other point which I am perhaps missing?

My point is that they could have avoided some agro and improved goodwill by telling you two days ago they had made payment, why wait to reply to another chasing email?

They really just haven't a clue!

kltpzyxm

grayme-m wrote: »

My point is that they could have avoided some agro and improved goodwill by telling you two days ago they had made payment, why wait to reply to another chasing email?

They really just haven't a clue!

Yes I whole heartedly agree, thanks for clarifying that.

buzzman

buzzman wrote: »

Ok, my update,

1st Claim received on13th May!!! got email after 31 days saying it had been accepted and bacs payment would be between 7 & 10 days! After 10 working days I emailed saying they were late.

I was just about to email again telling them they would have a limited time to reply to my email and have the money in my account before I would take matters into my own hands, when I thought I would check emails before I jumped in and they have sent me an email saying money has been sent to my account and to allow 3-5 days for it to clear!

That was on day 50! (2nd July)

I will keep you all posted when it goes into my account.

Ok day 52 and i've just checked my bank account and my 1st payment has arrived. I know its well over due (which it shouldn't be) but atleast I got paid which is better than some.

Perhaps I will be more proactive next time, only I don't get as much time to chase payments with working shifts!

I hope this helps somebody. Just remember to keep plugging away at them. My next claim is in about 6 weeks.

Thank you TMO, good luck everyone.