Chatterbox (merged threads)

Instigator

Hi all,

Would like some advice.

To keep it as short as possible ChatterBox provide mobile phone deals online and provide cashback deals. I've been using them for over 3 years now and they have been good in giving cashback on time.

However, my recent cashback request has been going on for over 4 months now!!!

I am fed up now so last month contacted Trading Standards/Consumer direct and they advised to write an official complaint letter giving them a deadline for which to pay my money, which I done and sent to them via recorded post 2 weeks ago. I have then stated in the letter I will be pursuing the matter in court if I do not receive my monies before 10th August.

Today I received a reply from them again stating what they've been stating in every correspondence "Due to unforseen technical problems there is a delay in the cashback" - They are just copy/pasting the same text in ALL their correspondence! This is getting annoying now! 4 months of technical problems sounds like a lame excuse to "We want to keep your money for as long as possible"!!

So I would like some advice guys on where to go from here? What is the process of getting the money back via a small claims court? And how much would this cost me? The amount in question I have to get back from ChatterBox is £240 BUT can I claim interest on top of that?

Or any other suggestion to get this money back asap?

celeron

I bought my orange contract mobile from chatterbox.com in March 2006 and received three REDEMPTION VOUCHER and every voucher is the same amount £90.04. 1st claim sent off as they required claim date. Recorded delivery. Tracked on line they had recieved everything needed and saif the£90.04 woul arrive in 28 days. Nothing come up and write the email. They said that it paid delay cause technical promblem. Not too bad, I received payment 2 month later!I am that lucky enough. The second and third voucher are sent the same way. However, I have not receive any payment till now. I email to them several times. All repay as following: We understand your concern. Unfortunately, we are unable to give a time frame however can assure you that we are trying persistently to clear the back log so as to resolve our esteemed customers payments. We understand that this situation is causing lot of inconvenience to our customers and would like to Kind Regards,Adam Southcott Cash Back Department

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Email: [EMAIL="cashback@chatterbox.comI"]cashback@chatterbox.comI[/EMAIL] am out of angry about that. It already over ONE YEAR now, my £180 are stealing from BIG CHEATER company CHATTERBOX.com. Please help me and also help a lot of chatter box customer is the same situation as me!!!

yaoyao98

I have the same cashback problem with chatterbox. I was owed over two hundred pounds now for the past few months, and any advice for steps to take to claim it back most welcome.

neral1

Hi guys

I am in the same boat. I have been using them for 3 years no problem. My last cashback I sent in January end I still have not received my money.Standard reply there is a backlog.
I have not written any letters as I am only following ot up verbally. Do you think I should write officially as our other members have done.

I smell a rat here. Looks like we will be duped.

Good luck to us all.

jana777

hi to everyone in the boat
i am considering taking them to the court.
they owe me more than the bank in charges! (dont know when if at all i get those back with this OFT case)
good idea would be to get some publicity on this chatterbox cashback scam..

g33za

you will need to do the following:

1) Write to them giving them notice that within 7 or 14 days (your choice) you will begin county court proceedings to recover your money.

2) State they are in breach of their contract.

3) State the total amount will include any other remaining cashback claims
plus costs (including court costs) and interest of 8%.

4) Send the letter recorded and allow 7 days after your deadline lapses to when you start the court proceedings.

Hantang

Sorry to post this long message, but it was suggested by the Help Team at
MoneySavingExpert.com.


From: Hantang Qi [mailto:hantangqi@hotmail.com]
Sent: 11 September 2007 10:40
To: furtherhelp@moneysavingexpert.com
Subject: FW: Complaint (4)

Dear Martin,

Sorry to bother you, but I think the dirty "cash back" trick deserves your attention. I would also appreciate your help.

Best wishes,

Dr Hantang Qi

From: hantangqi@hotmail.com
To: customercare@chatterbox.com; complaints@chatterbox.com
CC: cashback@chatterbox.com; support@chatterbox.com; metromoney@ukmetro.co.uk; martin@moneysavingexpert.com
Subject: FW: Complaint (4)
Date: Mon, 10 Sep 2007 12:56:48 +0000

.ExternalClass .EC_hmmessage P{padding:0px;}.ExternalClass EC_body.hmmessage{font-size:10pt;font-family:Tahoma;}
Dear Mr Kevin Patel (Managing Director),

I was deeply disappointed that you failed to write to me last week as promised. As you know I should have received my third cash back as early as April. I wrote my first complaining e-mail on 8 August, but have never received a single reply! Only on Friday 31 August at 3:40pm you called me and promised that I would receive a formal reply in writing "next week", but again you failed to keep your promise. You said you could not say more on the phone because your lawyer would not allow you to do so, but why didn't you write to me as promised?

The way in which you treat your customers and treat your company reputation is indeed appalling; and it increasingly looks like that the cash back scheme is turning to be a dirty trick. Why don't you simply give me the long overdue cash back?

Someone please help!

Dr Hantang Qi

From: hantangqi@hotmail.com
To: customercare@chatterbox.com; complaints@chatterbox.com
CC: cashback@chatterbox.com; support@chatterbox.com
Subject: FW: Complaint (3)
Date: Wed, 29 Aug 2007 09:52:46 +0000

.ExternalClass P{padding:0px;}.ExternalClass{font-size:10pt;font-family:Tahoma;}Dear Managing Director,

It has been entire THREE weeks since I sent you my complaint (see below), but I still have not heard from you. I send this message to tell you that I have been waiting for a reply from you! I have also included your policy on "Handling Complaints" to remind you to comply with your company policy.

Yours sincerely,

Dr Hantang Qi



Handling Complaints: There may well be occasions when you are unhappy with the service that has been provided to you by Chatterbox. In these cases, we endeavour to be fair and efficient in handling any complaint you may have. If you have a complaint, please send Us a letter to Chatterbox.com Customer Care Team, 49 Salusbury Road, London NW6 6NJ or an e-mail to [EMAIL="customercare@chatterbox.com"]customercare@chatterbox.com[/EMAIL]. We endeavour to answer your complaint within 5 working days and will provide you with a likely timescale for resolving the dispute.

From: hantangqi@hotmail.com
To: complaints@chatterbox.com
CC: cashback@chatterbox.com; support@chatterbox.com
Subject: FW: Complaint (2)
Date: Wed, 22 Aug 2007 09:35:10 +0000

.ExternalClass P{padding:0px;}.ExternalClass{font-size:10pt;font-family:Tahoma;}
Dear Managing Director,

It has been entire two weeks since I sent you my complaint (see below), but I still have not heard from you. I send this message to tell you that I have been waiting for a reply from you!

Yours sincerely,

Dr Hantang Qi

To: complaints@chatterbox.com
CC: cashback@chatterbox.com; support@chatterbox.com
Subject: Complaint (1)

Dear Managing Director,

Following advice of Ofcom, I write to you to make the formal complaint in the first instance in the hope that you will sort out the matter.

I sent out my third cash back claim on 2 April 2007 and Arthur Calvert confirmed on 17 May that my claim had been processed (I also keep proof of delivery). In his e-mail, Arthur wrote that "Cash back payments are normally made within 28 days, however at present there is a back log in the entire cash back process." But since then I had never heard from you telling me what was happening. After more than one month on 19 June 2007, I e-mailed to chase the payment. On the same day, Arthur replied saying "We would request you to kindly contact us after 45 days to confirm the expected time frame." After 45 days on 2 August I e-mailed again to chase the payment, but on 3 August Tracy Doyle replied even without giving a specific date! What was worse, she even dared to deny the fact by saying that: "We would like to inform you that customers have never faced any difficulties on prior occasion in receiving cash back payments through chatterbox.com." My second cash back payment was delayed and I keep all the e-mail correspondence as evidence. How could she deny the fact? My impression is that the so-called “backlog” is deliberate in the hope that customers will forget it or lose patience in chasing it up.

This paragraph is not about me, but is concerned with your many other customers: Since you can have backlog in processing claims, how can you disqualify your customers who send in claims late?

I have (a) checked your terms and conditions and my contract with you, (b) I keep copies of all correspondence, (c) I demand immediate cash back payment and compensations, and (d) I now ask you when I can expect my complaint to be answered and resolved?

I look forward to your immediate reply!

Yours sincerely,

Dr Hantang Qi

[FONT=tahoma,sans-serif]
From: <Cashback@chatterbox.com>
To: <hantangqi@hotmail.com>
Subject: RE: CashBack : 07989222238
Date: Fri, 3 Aug 2007 15:26:50 +0100










Dear Dr. Hantang Qi,



Thank you for your e-mail.



We understand your concern. However, as you are aware we are facing a back log in the entire cash back process which has caused a delay for all our customers. At this point, we cannot provide specific payment dates but can assure you that your claim will be paid as soon as the backlog has been cleared.



We would like to inform you that customers have never faced any difficulties on prior occasion in receiving cash back payments through chatterbox.com. We are constantly trying to resolve the issue.



We appreciate your patience and apologise for the inconvenience caused.



For any further queries, please do not hesitate to contact us.






Kind Regards,


Tracy Doyle
Cash Back Department

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Email: [EMAIL="cashback&#64;chatterbox.com"]cashback@chatterbox.com[/EMAIL]

---

From: Hantang Qi [mailto:hantangqi@hotmail.com]
Sent: Thu 02/08/2007 2:17 PM
To: Cashback (chatterbox.com)
Subject: RE: CashBack : 07989222238





Dear Arthur,




I was actually appalled when you asked me to wait a further 45 days in your e-mail below. I am sure you understand that this is not acceptable by any standard, your company's or Ofcom. It is important to point out that this is not the first time that you delay the cash back payment, and your customers can reasonably suspect ... Even if the backlog situation was true, how can you make your customers to suffer from your internal problem? And how can you cancel the right of your customers who submit claim late?

Anyway, another 45 days in addition to the previous delay time have gone past now and I hope you will not give me any more excuses. I demand compensations for the unbelievably long delay, again and again.

I sincerely hope you treat your company's reputation and your customers seriously and responsibly; and give me the cash back and compensations immediately!

Regards,

Dr Hantang Qi

[FONT=tahoma,sans-serif]



From: <Cashback@chatterbox.com>
To: <hantangqi@hotmail.com>
Subject: RE: CashBack : 07989222238
Date: Tue, 19 Jun 2007 12:42:05 +0100




















Dear Dr. Hantang Qi,







Thank you for your e-mail.







We understand your concern. However, as you are aware we are facing a back log in the entire cash back process which has caused a delay. We are constantly working to reduce this, but cannot confirm the time frame for when this will be resolved, and therefore are unable to confirm when payment will be made. We would request you to kindly contact us after 45 days to confirm the expected time frame.







We appreciate your patience and apologise for the inconvenience.







In case you have any further queries, please do not hesitate to contact us.







Thank you for your co-operation.













Kind Regards,




Arthur Calvert
Cash Back Department



















From: Hantang Qi [mailto:hantangqi@hotmail.com]
Sent: Tue 19/06/2007 10:22 AM
To: Cashback (chatterbox.com)
Subject: RE: CashBack : 07989222238














Dear Arthur,



It has been more than one month since you assured me that "your claim will be paid as soon as the backlog has been cleared." But I still haven't received the third cash back (see your e-mail below). Could you please confirm that you will send me the cash back immdiately?

I look forward to hearing from you!



Dr Hantang Qi

[FONT=tahoma,sans-serif]









From: <cashback@chatterbox.com>
To: <hantangqi@hotmail.com>
Subject: CashBack : 07989222238
Date: Thu, 17 May 2007 13:00:34 +0100





Dear Hantang Qi

Thank you for submitting your claim.

We would like to inform you that the cash back for your mobile number 07989222238 has been processed. Cash back payments are normally made within 28 days, however at present there is a back log in the entire cash back process. At this point, we cannot provide specific payment dates but can assure you that your claim will be paid as soon as the backlog has been cleared.

We appreciate your patience and apologise for the inconvenience caused.

For any further queries, please do not hesitate to contact us.

Thank you for your co-operation.

Regards,

Arthur Calvert
Cash Back Department

Email:-[EMAIL="cashback&#64;chatterbox.com"]cashback@chatterbox.com[/EMAIL][/FONT]

[/FONT]

[/FONT]

cv65user

i am owed still 80 pound from chaterbox since feb 2007; after all pestering they just kp telling me to wait .. today i recv a letter from the cash back management team saying ...that if everyone kps pursuing and suing with courts then chaterbox will cease trading??


seems they are bargainin a bit more time jus before they go bust ???

Sid_Harper

Then those pursuing will be the first in line to get their cash!

Don't give them more time - they owe you money and haven't paid up - the worst that will happen is that they do go bust and you lose £30 for your claim.

cv65user

well 80 + 30

=\

alnsv1000s

Title should be: Chatterbox.com will not be paying Cashbacks at the moment.

I have mentioned before about the Unbelievable Cashback offers and the risk, and i have had replies which basically say that, If you are prepared to play the game, and keep on top of your paperwork and dates, then the risk is reduced.

That's true, but not if the company goes belly up.

Yesterday the following announcement was made by Chatterbox.Com, which honerably explains the business model of their cashback offering. They always were one of the reputable companies and have been trading for many years, and look at where cashback has got them now.

Remember: The bigger they are the harder they fall.


Dear Customer,

Firstly, thank you for your custom which is much appreciated and valued.

Recently, there has been a serious delay in cashback payments. For this we apologise unreservedly. In well over 10 years in this business, it is the first time that we have not been able to pay cashbacks.

We believe that you are entitled to know why these delays have occurred and this letter is being sent to you so that you will know what has happened. For many years, chatterbox.com worked on, and budgeted for, 100% redemption of cashbacks in relation to all cashback promotions with customers. However, in recent years, there has been a change of emphasis by telecom operators (and by one operator in particular). As a result, we were put in a position whereby we adopted a 40% redemption model. This model was based on the business assumption that only 40% of all customers would claim their cashback. This model, however, proved to be wrong as the redemption actually was approximately 80%. As a result, the company's financial resources were drained. We believe that the problem which we have faced has been caused by the large corporations which introduced the 40% model. We are taking legal advice as to whether we have a claim against these companies. As you will appreciate, we are not at liberty to disclose a great deal about these issues at the present time.

In addition, commission due us from a particular network for significant quality business introduced to them has not been paid to chatterbox.com. This has caused us further difficulties.

We are now looking for ways to recover our position. For over three months, our policy, deliberately taken, has been to cease any cashback business.

Chatterbox.com was and still is facing a huge problem as a result of the actions of certain networks. These networks were warned by us about dealers making customers offers that were uneconomical and unsustainable. They did not listen to us. The outcome has been losses for customers and chatterbox.com.

Please also be aware that we have voluntarily been to Trading Standards to present our case.

Our overriding purpose over the past few months has been to get our customers' cashbacks paid. Please note that over the years, we have paid well over £6million in cashbacks. Over many years, chatterbox.com has always acted ethically, morally, legally and has established a strong brand. We are not a multi-national conglomerate, but a small private business that has always put our customers first. It still has excellent relationships with major networks and manufacturers at a very high level.

If circumstances permit, it is our intention to find some method of rewarding customers for their patience.

Our proposed steps going forward are:

• Seek payment to customers via negotiation with Networks.
• If the above fails, pursue legal proceedings
• Seek the involvement of OFCOM, OFT and the media

Please be patient in pressing us for your money; our sole objective is to get you paid. If you insist on immediate payment, we will have no choice but to cease trading. If you give us time, we will not rest until these cashbacks are paid in full. If not, regrettably there will be nothing. Please, once again, sincerest and deepest apologies.


Yours sincerely,

Management Team
chatterbox.com