Mobiles.co.uk Complaints Email Address - cashback refused

bluffer

Hi folks

Does anyone have the email address of the mobiles.co.uk complaints department?

My first cashback claim has been refused because I didnt complete the online form telling them about porting my number. ( I dont see anywhere on the forms they sent or online that I had to do that ! )

The customer services department promised to call me - after a number of email exchanges - before christmas but is now ignoring me.

Thanks

mije1983

Are you still within the time limit to inform them of the number change and then re-apply for the cashback? You've got 60 days.

Also found this on the website:

Cashback will not be paid if

• You do not inform us of a change in your mobile number. If you decided to change your mobile number since taking out your contract, you must notify us of the change for your cashback claim to be valid. You can tell us about your change by clicking here and logging in to your online account

mobilejunkie

You've failed to follow the groundrules. Print, copy, read and follow the t&c at the point of sale. I wouldn't worry about a "complaints department". All you can do is put it in writing using an email. You can do that by logging onto your account. It is possible to do it externally but methods of contact with these dealers are limited so best not broadcast on here.

The only way you would be able to enforce payment on THIS claim is following the previous poster's advice if you're within the 60 days - but if so don't waste a minute, since I'm finding acknowledgments and acceptances of claims aren't always forthcoming of late. If you've missed the claim window you have no cause for complaint so can only appeal for leniency. HOWEVER - follow the t&c NOW or future claims will go the same way; at least if nothing else you can still secure those IF you know what you're doing.

bluffer

thanks for that

i am well outside the 60 days now i sent them the form well inside but they decided not to reply until i was outside.

There is no note of that condition on any of the information they sent me with the phone, even on the website when i looked at the conditions i couldnt see that. i dont see why they couldnt accept my letter as confirmation of the change - except as a get out clause to catch people like me :mad:

worthwhile writing to the chief execs office since they have now started to ignore me?

mobilejunkie

Looking at the information is not the same as printing off the t&c at the time. It is in them if you look closely and thoroughly at everything.

What letter? If sent after the claim window closed it's too late. If not, you can still enforce payment of the claim. You know there's a form on your account and you should now complete it in order to avoid rejection of future claims.

I am having a problem with one of my claims but there is no way they will avoid paying me because I will ensure (in very good time) that I have followed the correct t&c at the point of sale and can prove it. Based on lots of past experience they will pay up before I commence legal proceedings - but if they don't (unlikely) I will win at their added expense.

I never port and have only done it a couple of times for others - Mobiles.co completely messed up the first - but when you do port you need to ensure you have informed the dealer AND got proof that they received such notification.

Cashback is a game - and a good one - but shouldn't be taken lightly. You need to look ahead from the start and cover all bases; then the ONLY way they can avoid paying is if they go bust.