Mobiles.co.uk want to turn my non cashback deal into a cashback deal, my rights?

19lottie82

This is the last email that they sent me.....
I can confirm we will be refunding you £30 every 6 months so you're refunded the additional £5 extra you'll be paying. The first £30 refund was processed on 11th November 2013, please allow up to 8 weeks for the cheque to be received.


In order to claim the remaining 3 payments of £30, please email us through your online log in account and attach a copy of your bills dated May 2104, November 214 and May 2014 so we can ensure the tariff remains the same and you're still paying the additional £5 each month, before issuing you with a refund.


I'm sorry again for any inconvenience caused and thank you for your co-operation and assistance. If we can be of any more help in the meantime, please don’t hesitate to contact us again. !


Kind regards


Delise Gregory

mobiles.co.uk customer services

grumbler

As it's not a redemption deal you don't have to claim/send anything and they have to send you cheques automatically.
It's not their business whether you switch the tariff or not, or just terminate the contract and pay the early termination fee.

However, it's probably easier just to send the bills than to take them to SCC. In this case stipulate that you aren't bound by any strict timeframes common for redemption claims.

19lottie82

I'm just miffed that they expect me to go out of my way (special trips into town to cash cheques) and also be out of pocket for six months because of their error.

I'm a bit confused by the context when u mention its not their business if I change tarrifs or cancel?

Cancelling and paying an early termination fees ain't going to happen....... I'm a bit hungover so don't have the energy to calculate 23 x £27, no sorry 23 x £32! but I'm sure its a lot!

grumbler

19lottie82 wrote: »

I'm a bit confused by the context when u mention its not their business if I change tarrifs or cancel?

Your contract is with the network. CPW have sold you a wrong contract and have either to cancel it or to pay you the difference without any reservations.

Cancelling and paying an early termination fees ain't going to happen....... I'm a bit hungover so don't have the energy to calculate 23 x £27, no sorry 23 x £32! but I'm sure its a lot!

I didn't suggest this. I just said that it's not CPW's business and they have to pay the difference regardless.

19lottie82

Ah got you now..... Cheers grumbler

Well I will await my reply to the letter is send to CPW on Friday. Will let you know the outcome.

19lottie82

Got a phone all this afternoon and was made another offer of a cheque which I declined. I was then offered a card refund for 12 months worth of the difference (£60) but I would have to phone O2 after £12 months and then they could reduce the price plan back to the originally agreed cost of £27. I told them that I was not happy that I was being put out due to their error, something which I had already spent circa 3 hours doing.

I was then offered £20 of accessories vouchers that I could use in any CPW store. I told her that to be honest I found this a bit of an insult and straight away she agreed to refund 2 months line rental (£54) on top of £60 card refund.

I'm happy with this but the odd thing is.......

I was told they saw my post on this site so were trying to put the situation right...... I didn't even think how they would link my MSE username to my mobile phone account??? Strange!

grumbler

19lottie82 wrote: »

... I would have to phone O2 after £12 months and then they could reduce the price plan back to the originally agreed cost of £27.

Why would they?

19lottie82

grumbler wrote: »

Why would they?

Yes, but why should I have to?

Silk

19lottie82 wrote: »

Yes, but why should I have to?

I think what grumbler is saying is why would O2 reduce the bill after 12 months it's very doubtful they would do it

19lottie82

Oh ok yes got you..... Well I have this is an email from mobiles..... Saying that they have spoken to o2 and they will do this in 12 months. But yes I have your suspicion also, fingers crossed I'm not digging this thread up again in 2014!