Potential problem with cashback claim

xeena

Hiya, wondering if anyone else has come across this problem and how it panned out. I need to send my 18th month T-mobile bill into mobiles.co.uk for cashback. However, as it was an 18 month contract and I cancelled at the first opportunity (whilst fulfilling the minimum term), the 18th month bill states that there is no balance and the account is closed.

The problem is that there is no mobile number on the bill as there were no charges for that month. Having the mobile number on the bill is one of the requirements for cashback, so I feel they'll decline the cashback.

Of course in hindsight, I should've let the contract run over by a day or two so there would've been something on this bill

Would be grateful for any advice from any of the cashback kings - thanks

mobilejunkie

The dealer can't refuse to pay even if you need to send both the final bill (with no number) and the last bill with it. If the t&c can't be met they are unfair and cannot be upheld by the dealer. If you do it properly, they will pay up.

It's a problem I've been expecting for two or three years with one dealer (mobiles.co) but hasn't cropped up one here; they changed their t&c a year or so ago so shouldn't now be a problem (though other things may be and have been).

xeena

Ok, thanks. So I suppose the best option would be to create a pdf containing the final bill (with account number but no mobile number), then an explanation letter followed by a previous bill that contains both the account number and mobile number.

I'll submit that, and update with what happens in case anyone else with the same problem comes across this thread.

mobilejunkie

I think with one of mine I sent the earlier bill - didn't actually have one after that. If they reject the claim you can point out that it was the only bill you have and the t&c are unfair if they don't accept the bill you've got because they don't allow for termination at the correct point.

xeena

I've sent Feb's bill + explanation letter + January's bill, concatenated into one pdf file, so we'll see.

Many thanks for the advice

xeena

Grrr, it's been rejected:
On this occasion we've rejected your claim for the following reason
- You've sent us the incorrect bill for this claim
Please resubmit your claim via the My Account section of our website.

Well on the plus side, at least they were very quick in rejecting it, so I still have plenty of time to do something about it!

I'll try again with just the Feb bill, but looks like they're planning to be awkward about this...

Nebulous2

xeena wrote: »

Grrr, it's been rejected:
On this occasion we've rejected your claim for the following reason
- You've sent us the incorrect bill for this claim
Please resubmit your claim via the My Account section of our website.

I'll try again with just the Feb bill, but looks like they're planning to be awkward about this...

I kept the number but moved to a different sim-only tariff, which meant the last bill had a different contractual rate. I tried sending the second last bill and it was rejected but told them what was happening and they said to send the last one anyway. It then went through.

They seem to be being generally awkward at the moment. I've just had a claim rejected on the basis of number not present. The full account was sent and it has the number very clearly, but not on page 1.

mobilejunkie

xeena wrote: »

Grrr, it's been rejected:
On this occasion we've rejected your claim for the following reason
- You've sent us the incorrect bill for this claim
Please resubmit your claim via the My Account section of our website.

Well on the plus side, at least they were very quick in rejecting it, so I still have plenty of time to do something about it!

I'll try again with just the Feb bill, but looks like they're planning to be awkward about this...

We are talking of Mobiles.co presumably.

Send a message via the logged on section (you may have to wait until after 22.00 or end up on "chat", which is a waste of time). Tell them you sent both your final bills with a covering letter to explain and that they cannot reject the claim on the basis of "wrong bill". Demand they immediately reverse the decision and confirm both acceptance and payment without delay. They normally reply and accept within about 3 days. It happens a lot nowadays.

xeena

MJ - thanks for your advice. I'd already tried resubmitting just the Feb bill on its own (as requested by Mobiles.co.uk), and that's just been rejected:

On this occasion we've rejected your claim for the following reason
- An issue has been reported with your bill - Mobile number not present

So now I'm on the offensive and will do as you suggest. Will update...

mobilejunkie

Inform them (via the on-line email facility) that you have submitted the only bills it is possible to submit and there is no valid reason to reject your claim. Any t&c which makes it impossible to claim is unfair and invalid and you unless they immediately accept your claim and payment you will take the appropriate action to ensure that they do.

xeena

MJ - I did exactly as you suggested, and got the following reply today:

I'm really sorry to hear that your claim has been rejected. I’ve looked into this for you and can see that your claim was rejected in error. I do apologise and I’m pleased to let you know your month 18 cashback claim has now been successful and a cheque for £49.60 has been raised today. Please allow 6-8 weeks for the cheque to be received, as this allows enough time for the cheque to be processed by our bank.

I'm so sorry for the inconvenience caused.

Thank you so much for your help and support with this