Mobiles.co.uk - Gadget Helpline & Phone Care - Scam

Jamsmyth

Recently got a new mobile through mobiles.co.uk. All was fine apart from going through the ordering process and they FORCED (I could not unselect) to take Gadget Helpline and Phone Care subscriptions. I noted details of how to cancel them and promptly tried to do so once my phone had arrived but I needed account details which I had not been sent. So I contacted Mobiles.co.uk.

They said after a couple of emails asking them to confirm

I do apologise for the confusion caused, I can confirm with this email you do not have Gadget helpline cover or insurance added to your account therefore you will not need to worry about cancelling these policies.

Great I thought.

Then yesterday I got an email from Gadget Help Line confirming my subscription to them! I have contacted them and cancelled and emailed mobiles.co.uk to ask them

a, why they so blatantly lied.
b, do I have a phone cover account too

I will wait their response and in the meantime will be reporting them to trading standards as they had sent 2 separate emails from 2 separate operators telling me that I had neither of the products added to my account.

So just for anyone thinking of using them. Be aware of this and dont trust a word they tell you. Check it yourself.

iainscomputer

I agree that it's a bit of a scam, I even wrote complaining when they included it in my O2 contract in 2010. Just keep an eye on your bank account & cancel the Direct Debit.

Jamsmyth

I think my main issue was that they actually told me that I didn't have any additional accounts.

Jamsmyth

Still no response from Mobiles.co.uk as to why they have told me I did not have cover and I actually did. Won't be letting it go and will be taking it further as thats why they keep getting away with it.

mobilejunkie

You CAN cancel the Phonecare insurance at the point of sale - but not the gadget helpline. You generally receive an email (check your junk mail) from the Gadget Helpline a few days after ordering (it's possible they may not yet have a record of the order before that). The email has a reference number, but if you call the Gadget Helpline/TMTI they will cancel using your postcode - AND send a confirmation email very quickly.

I order frequently for myself and several other people and never had a problem.

jmaria01

I've just woken up to a charge from these... I didn't select any extras when ordering both my SIM cards and received no emails or letters or anything from TMTI, Gadget Helpline or even mobiles.co.uk regarding this - so as far as I was concerned 3 months ago I hadn't signed up to phone insurance, helplines, web address, anything!

The fact I've received no letters when so many have mentioned them is cause for concern - is this something you're meant to be notified about and told about in writing? I'm absolutely livid at losing money out of nowhere, and the best advice I can see is contact them and hope they'll respond within a couple of months... This is shoddy to say the least

mobilejunkie

You CAN opt out of the insurance (but not the gadget helpline) at the point of sale - it's your negligence for not printing out the order at the time AND reading what you agreed to then.

I always get notification from the gadget helpline and cancel immediately (it's via email - maybe it went into your "junk" folder). If I didn't receive it after a week, I would contact them and cancel using my postcode. That's because I know what I sign up to AND always keep a copy, regardless of what comes after the event. It's standard practice when ordering over the internet.

You can try calling them and telling them that you didn't realise you signed up for it/them and didn't receive any details from them afterwards.