Missed cashback on Mobile phones direct

KbUser

Hello everyone

I am looking for advice regarding 24 months long cash back contract I have from MPD. I used MPD in past and I had no issues but in this case time just passed so quickly and I forgot to claim past first cash back. You can claim cash back in 6,9,12, 15, 18 month of contract and I am currently 22nd or 23rd month so I only claimed the one from 6th month. I could not submit the cashback form so I decided to email MPD and I got long email like this one.

Good Afternoon Mr *********

Thank you for contacting Mobile Phones Direct.

I hope you are having a lovely day.

My name is ***** and I will be happy to assist you with updating your cashback request.

I have looked at your cashback instalments and can see that there have been some instalments that have not been claimed correctly.

To go over the process with you, you have £396.00 cashback to claim over the course of your 24-month contract. This is split into 5 instalments of £79.20.

 You then claim these by using your bills on relevant months and uploading these onto our website, by logging into your account at www.mobilephonesdirect.co.uk. These billing periods are months 6, 9, 12, 15 & 18. We allow 60 days from each of these dates for you to submit your cashback claims, otherwise, they do unfortunately expire and are no longer eligible to claim.

To break that down for your order, please see below:

For the 1st instalment of cashback, this needs to be bill number 6, which should be your June bill-  this instalment was claimed correctly and was paid to you 

on 13/08/2020,

For the 2nd instalment of cashback, this needs to be bill number 9, which should be the September bill - this has expired as no claim within 60 days,

For the 3rd instalment of cashback, this needs to be bill number 12, which should be the December bill - his has expired as no claim within 60 days,

For the 4th instalment of cashback, this needs to be bill number 15, which should be the March bill- this has expired as no claim within 60 days,

For the 5th instalment of cashback, this needs to be bill number 18, which should be the June bill-this has expired as no claim within 60 days,

Unfortunately, with the claims that have expired, we would not be able to offer these to you as the claims were not made correctly within the process outlined above. However, please advise if there was anything stopping you from being able to make these claims and I will raise this to my management team for review.

If you have any further questions we are happy to help.

Thank you for contacting Mobile Phones Direct. Enjoy the rest of your day.

Kind regards

*****

So I got stunned by it. This is not my first contract with MPD and I think I did cash backs in past for MPD that were older than two months and were no in that 60 days period. I must admit I never read whole Terms of service and I did not know about that 60 days limit of claim. Can I talk it out somehow ? Or that more than £300 is gone now? Can I blame it on pandemic somehow or any other good reasons that I could so it can be raised to management team as this customer service person suggested?

Thanks 

y3sitsm3

If the terms are that you must claim it within 60 days, you must claim it within 60 days.

It seems pretty clear that they're not interested in "talking it out" as they'd have offered you the cashback if they were.

Chalk it up to experience and move on.

Neil49

I've got a similar kind of deal with Fonehouse and have diarised the cashback claim dates. This is what you should have done in order to ensure that you complied with the terms and conditions of your contract. 

As it stands you have lost out on a considerable amount of Cashback. 

matelodave

The offer of cashback was subject to specified conditions and had you complied with those conditions you would have got the cashback. As you obviously didn't comply with the conditions, you didn't.

The whole idea of the cashback conditions is to ensure that you comlply with them. It's not the fault of the supplier that you failed to comply so why should they offer you any leeway. They paid your first installment and no doubt would have paid the otheres if you had kept you side of the agrrement

KbUser

Alright thank you for the answers. Hard lesson but at least I learned for the future