The Mobile Outlet

nilocmac

You are correct Brenda it did say 'should'.. as to whether to follow it up or not if they have not paid by day 46 we shall see. I think this last year has taught me there are more important things to concern myself with. However if I have the time I may claim what is righfully mine. Now to think of another cash back deal somewhere other than the Mobile Outlet

PJB

HELP!!! ADVICE WANTED PLEASE!!!
Got phone contract from TMO but when they sent despatch note there were no t&c's on reverse. I emailed and was sent a link. This said i nedded to send in claim after 4th bill so i put in calendar.
After 4th bill i checked the link but this referred to vouchers, it was new t&c's not relevant to me and there was no link to old t&c's. i rang TMO and was told to post all 4 complete bills with despatch note within 21 days of RECEIPT of 4th bill, which i did by Special Delivery. On 21 August 07 i received email stating my application was succesful and that payment would be forthcoming. They then emailed me minutes later to say this was an error.

Received letter saying they will not pay as doc's sent were late. They have not confirmed but from reading this they should of been sent within 21 days of 4th bill date, making me 1 day late.

I have tried to corespond, i've even told them i have 2, maybe 3 contracts due for renewal & that i would renew all 3 with them if they pay up!!! The 1st person responded to emails and then said email cashback team,, been waiting a week and no reply.

Should I issue in small claims??? If so do i claim cash back for full 12 months???

kltpzyxm

PJB wrote: »

HELP!!! ADVICE WANTED PLEASE!!!
Got phone contract from TMO but when they sent despatch note there were no t&c's on reverse. I emailed and was sent a link. This said i nedded to send in claim after 4th bill so i put in calendar.
After 4th bill i checked the link but this referred to vouchers, it was new t&c's not relevant to me and there was no link to old t&c's. i rang TMO and was told to post all 4 complete bills with despatch note within 21 days of RECEIPT of 4th bill, which i did by Special Delivery. On 21 August 07 i received email stating my application was succesful and that payment would be forthcoming. They then emailed me minutes later to say this was an error.

Received letter saying they will not pay as doc's sent were late. They have not confirmed but from reading this they should of been sent within 21 days of 4th bill date, making me 1 day late.

I have tried to corespond, i've even told them i have 2, maybe 3 contracts due for renewal & that i would renew all 3 with them if they pay up!!! The 1st person responded to emails and then said email cashback team,, been waiting a week and no reply.

Should I issue in small claims??? If so do i claim cash back for full 12 months???

HI PJB,
what is the date on your fourth bill?
When did TMO receive your claim?
Bearing in mind you have an email stating that your claim was successful, I would pursue it though MCOL, for ALL cashbacks. If the worst comes to the worst, you will only be another £30 out of pocket.....in my opinion anyway

HTH

thesaint

buzbyc wrote: »

Dear all,

i'm very surprised and disappointed at the attitude of "Brenda". I have been lurking on these boards for ages and have found them helpful. I can't believe that with my first post I got sarcastically shot down for not being as up on all the intricacies as perhaps I should be.

Your questions have been posted many times before, Brenda was(In my opinion) right to point this out. If you read the 1st page of this thread you would have the answer to your questions.

I reguarly advise people to read the 1st page of the thread, and if you'd been lurking, you would have read this several times.

The address to claim from is not what I would call an intricacy.

buzbyc wrote: »

I was only asking a friendly question - Don't expect me to post again

Thanks to those that were more understanding

Nick

No one is 'expecting' you to post again(although I would've liked to know if your contact was 2006 0r 2007), but after saying this you do indeeed post again...

buzbyc wrote: »

As Brenda should obviously know, the T&C that she so kindly posted were the most recent ones, and with TMO changing these on a regular basis this may or may not be the appropriate address.

Nick

The address to send claims to has never changed.

buzzman

Hello All,

It is day 45, although I have been one of the patient ones and waited the full 45 days! I did send them an email asking when my cashback was to put into my account.
The reply yesterday was that it would take 10-14 days!!!

I have replied to this by saying that it was not acceptable and would like to see the transaction processed within the next 3 days before further action would be taken.

Does anyone think this unreasonable? What would you all recommend next? Letter to head office or email telling them of MCOL proceedings? I'm not trying to bully anyone but would like to keep on top of my claims as another bill is to be sent in soon (3rd claim).

Any advice appriciated.

kltpzyxm

Hi Brenda,
have you sent your LBA yet?

JayTay_2

Once we are receipt of your original documentation, please allow 28 days for delivery of cheques.

For those that get an e-mail from TMO after submitting their claim, how long do they usually take to tell you you've been successful (or not) after you've sent the claim in? My partner's claim went in on the 12th and I thought we might have heard something by now either way.

JayTay_2

Brenda wrote: »

Well done: how did you manage it?

Unfortunately, I doubt you'll be lucky enough to get your cashback claim rejected for doing it, though.

Pity. It would enable you to punt in for your whole year's cashback immediately, through MCOL, if they did!

Well, at the time I ordered from them the T&Cs stated that they didn't port to Vodafone (or O2) but I knew they did so previously having ordered my partner's new phone the previous month and considered a Vodafone port for her. As it was I went through the order process and on the page asking me to enter my details it said (and still does: "VODAFONE NUMBER PORTS HAVE TO BE DONE AT THE POINT OF REGISTRATION AND CANNOT BE DONE AFTER CONNECTION."

So I filled my details out thinking the worst that would happen is that I'd have to change my number but lo and behold got my new phone and confirmation of Vodafone port a couple of weeks later!

kltpzyxm

JayTay wrote: »

For those that get an e-mail from TMO after submitting their claim, how long do they usually take to tell you you've been successful (or not) after you've sent the claim in? My partner's claim went in on the 12th and I thought we might have heard something by now either way.
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HI JayTay,
I got an email saying I had been successful, 18 days after they signed for my third claim, but before that I didn't receive anything until I prodded them on day 29...

grayme-m

PJB wrote: »

Received letter saying they will not pay as doc's sent were late. They have not confirmed but from reading this they should of been sent within 21 days of 4th bill date, making me 1 day late.

Did you send the bills on day 22 of the billing date or did they receive them on day 22?

You have to send the bills within 21 days if it is a twelve month contract on those T&Cs as per below.

11.3 If your cash back entitlement is more than £201 for a 12 month contract, you have to claim your money back in a 5 stage process. This cash back offer is conditional upon you complying with the exact terms of this clause. The steps in point 11.1, 11.2 only apply to contracts where the cash back entitlement is £200 or less. To claim cash back in cases where your entitlement is £201 and above you need to comply with the following 5 stages listed below. If you do not comply with the exact terms of each of these stages you will loose your entitlement to your cash back. If any one stage is not complied with, you will loose your entitlement to claim the whole of the cash back. If there have been any late payments made on your account at any time this will result in your application for cash back being void.

It is your responsibility to ensure that the relevant documentation reaches us within the relevant period. The stages of claiming the cash back are:

In month 4 of your contract you will need to forward bills 1through to 4 to us within 21 days of the issue date on bill number 4.
In month 7 of your contract you will need to forward bills 5 through to 7 to us within 21 days of the issue date on bill number 7.
In month 9 of your contract you will need to forward bills 8 & 9 to us within 21 days of the issue date on bill number 9.
In month 11 of your contract you will need to forward bills 10 & 11to us within 21 days of the issue date on bill number 11.
In month 12 of your contract you will need to forward to us bill 12 within 21 days of the issue date on bill number 12.
11.4 Any cash back queries after 14 days of order must be forwarded to [EMAIL="cashback@themobileoutlet.co.uk"]cashback@themobileoutlet.co.uk[/EMAIL]. The customer service team will not be able to help with any queries after this point.

PJB wrote: »

I have tried to corespond, i've even told them i have 2, maybe 3 contracts due for renewal & that i would renew all 3 with them if they pay up!!! The 1st person responded to emails and then said email cashback team,, been waiting a week and no reply.

This is not going to be a strong bargaining position unless you are not renewing cashback contracts with them?

They lose money on each successful cashback contract claimed, they won't be falling over themselves to get more successful claimants (which you would be if you win this one and play it carefully in future.