Mobiles.co.uk - how is this legal?

gizmo19

Hey guys. After a bit of advice here really. So I went to upgrade my current contract phone with EE. I spotted that mobiles.co.uk had a great deal on a phone I wanted so I applied to purchase online. They then emailed me to say I had to call them to finalise. This is where it has screwed me over somewhat. Upon calling I had to verify which address my payment card was registered to so that payment could be made. That was all fine and dandy I though. So the advisor attempted to make payment and it was declined. Even though I knew my card was registered to that address. The advisor then kept saying it was probably a system error and tried a couple more times. I finished the call by saying I would check with my bank if there is an error on my account or whether the address is wrong and arranged a time for him to call me back later that day. About an hour later I got a text from my bank asking to confirm some recent transactions. They were all for the 29.98 which was the cost of the upfront payment. However, I had to agree or face having my card blocked and unable to use. I should note here that I am self employed and fell through all the gaps in terms of loans and furlough for covid. I lost all income and have had to rely on 94 pounds a week to merely survive nevermind pay my rent or bills in full. So the new contract was a cheaper option and a way of cutting costs for myself. After speaking to the bank I looked on my statement and realised that all (yes all) my mediocre amount of money in my bank had been taken. Speaking to the Advisor at mobiles.co.uk again at the agreed time he merely said "you'll get the money back". When I asked when he just replied with "you'll get it back we havent taken the money yet". He then admitted that after our initial phone call whereby the payment was declined he had tried a couple more times to put the transaction through. 9 times in total which in effect has made me penniless for my bills/food/life until (I am presuming) my bank decides to return the "held" monies and make it available again. I am distraught. Surely that isnt legal? Please help. 

gizmo19

I know this isnt a vast amount of money however to me it is all my money. My means of life and I do not have people to borrow money from. 

[Deleted User]

Yes, it surely is legal.  It may take a few days for the refunds to come back through though, so you do need to make some sort of a plan.  

Do you have credit cards or an overdraft?

[Deleted User]

So you are skint and you upgrade you mobile phone?!
I'd have went PAYG or sim only until I could reliably feed and clothe myself.

gizmo19

I was "upgrading" to a lower contract. I have been overpaying with ee directly. Reducing my monthly fee of 44 a month to 22 a month. Which is cheaper than pay as you go as I really solely on my mobile phone for communication. Losing my job I have no laptop and no home phone. Please dont judge here. I was asking for advice. Not judgement. 

gizmo19

No credit cards or overdraft I cleared an iva and have been very frugal since then and avoided any debt. I worked self employed in the travel business (while studying for an access course to get to university (second degree) to retrain as a nurse) which has been severely affected and fell through all the government gaps and have had to rely on benefits for the first time in my 36 years. 

gizmo19

Surely they arent allowed "to keep trying" my card over a few hours after we have ended the conversation?