Phone companies and cashback warning
johnm
Its been a year and 2 months since I went in for an apparently very
attractive contract tariff with Orange from Onestopphoneshop.
According to the contract I was to be paid a cashback of 3 months
line rental after 6 months and a further cashback of 6 months line
rental after staying on the contract for a year.
After the end of 12 months , sent in the required bills to
Onestopphoneshop (by recorded delivery) since I was warned by posters
on other review sites(eg dooyoo) about the difficulties faced in
trying to claim back cashback from this firm.
Phoned on average every 5-7 days to make sure that they did receive
the bills and to check on the progress of the cashback despatch, which
I was told was being processed and that they had all the required
bills and proof that I had used the phone for a full year. Each time I
phoned I was told that the cashback would be sent out within the
next 5-7 working days .This went on and on.
After not having received the cashback for over a month since I sent
the bills in , phoned again 2 weeks back to be told that a part of the
bill was missing and that a letter was sent out more than a month back
asking me to send all the pages from the bill.
Which is putting it mildly , absolute rubbish, since if they had sent
a letter then I would have received it.
In addition all my calls to Customer Services never mentioned that any
letter had been sent and that my claim was on track for a cashback to
be sent.
I then sent in all the pages of my Jan bill from Orange , even for the
phone on contract I had bought 2 years back , with a different number,
which was not even bought from Onestopphoneshop , since both are
numbered in sequence , i.e. page1 being the front page and 2-6 for the
old number and page 7 being for the phone number which I bought from
Onestopphoneshop, thinking that atleast this time they would have no
excuse to avoiding paying out the cashback.
I then got this letter-
---------------------------------------------------------------
Dear Mr Matthew
Thank you for you letter received on the 22nd march.
I have investigated the matter regarding your cashback and would like
to clarify that your original claim did not arrive with the first
page, which is required to process your claim successfully.
Indeed, on the 28th January we sent a letter to your address (as shown
above) to confirm
that we did not recieve this part of the bill, stating that we needed
it to process the claim. At this time you were still within your
stipulated 45 day claim period.
However, as we did not receive the necessary page within the claim
period, your cash back has since expired, As we have provided the
necessary information both on how to claim and again when the original
claim was incorrect, we will not be honouring the cashback claim on
thIS occaSIOn.
In addition to this, your letter states that you have enclosed the
first page of your bill.However the paperwork sent with your letter
(which I have enclosed) is still missing this first page/You have
again only sent pages number 2 to 7.
I hope this clarifies and explains our decision on this matter.
Yours sincerely
Andrew Palmer Inbound Sales Manager
Communications House, Marshfield Bank, Crewe. CW2 8UY Tel: 0870 066
000 I Fax: 0870 066 0002 Customer Services: 0845 456 7878
www.onestopphoneshop.co.uk?
-------------------------------------------------------------------
LESSON OF STORY!
All those who rush in to buy phones thinking about the possible
cashback, as mentioned in other postings , please beware.Its better to
go in for a straightforward deal, than a complicated one with cashback
involved .
I was warned about Onestoppphoneshop an year back when I bought the
phone , but was too busy thinking about the attractive cashback
offer!
Any suggestions and advise about what I could possibly do welcomed.
Trading standards/Watchdog/Small claims court?
All comments gratefully received.
Thanks
John
Jack Torrance
I had a similar experience with onestopconshop. They tried telling me that I
hadn't sent the required pages of my bill. I sent them a strongly worded letter
stating that I had complied fully with their cashback terms and threatened to
report them to trading standards if they didn't pay up.
Within a few days got an apology for the 'clerical error' and cashback arrived
soon after that.
I suggest you try something similar.
"johnm" <rjohn...@yahoo.com> wrote in message
news:8ecb264a.04032...@posting.google.com...
Ivor Jones
"Jack Torrance" <room217[AT]overlook.freeserve.co.uk> wrote in message
news:40692...@baen1673807.greenlnk.net...
> Sorry to top post, saves you wading throught the original post.
You don't understand the reasons for not top posting, do you..?!
Ivor
Tariq
[Snip]
> Which is putting it mildly , absolute rubbish, since if they had sent
> a letter then I would have received it.
> In addition all my calls to Customer Services never mentioned that any
> letter had been sent and that my claim was on track for a cashback to
> be sent.
> ---------------------------------------------------------------
> Dear Mr Matthew
> Thank you for you letter received on the 22nd march.
> I have investigated the matter regarding your cashback and would like
> to clarify that your original claim did not arrive with the first
> page, which is required to process your claim successfully.
> Indeed, on the 28th January we sent a letter to your address (as shown
> above) to confirm
> that we did not recieve this part of the bill, stating that we needed
> it to process the claim. At this time you were still within your
> stipulated 45 day claim period.
> However, as we did not receive the necessary page within the claim
> period, your cash back has since expired
> -------------------------------------------------------------------
> I was warned about Onestoppphoneshop an year back when I bought the
> phone , but was too busy thinking about the attractive cashback
> offer!
> Any suggestions and advise about what I could possibly do welcomed.
> Trading standards/Watchdog/Small claims court?
> All comments gratefully received.
As long as you followed the cashback claim instructions to the letter and
can provide reasonable proof thereof, then there's no reason not to take it
to Small Claim's Court. How much have you lost out on exactly?
Tariq
Jack Torrance
news:c4b8r7$fp2$1...@news8.svr.pol.co.uk...
Wind yer neck in!
Zoe Brown
Is this true ? Did you not send in page 1 ?
Joe
Zoe Brown
"Joe" <joe_g_g(spam)@hotmail.com> wrote in message
news:c4c5v9$ha$1...@news7.svr.pol.co.uk...
> he stated above that he did if you read it
>
>
johnm
> > first page of your bill.However the paperwork sent with your letter
> > (which I have enclosed) is still missing this first page/You have
> > again only sent pages number 2 to 7.
>
> Is this true ? Did you not send in page 1 ?
>
having for the last 3 years.My bill is a combined one in that the
first page gives the totals incurred by both phones , then page 2-6 is
the itemised bill for the older phone and page 7 is the itemised bill
for the new one.
Initially I sent in the first page and page 7(i.e pages relating to
the present connection).
After phoning them since they said they required all the pages, even
though it had no bearing on the present connection , I sent in pages
2-6-which was returned with this letter.
Tariq , the amount is £60 ,ie line rental for 6 months.
johnm
> to Small Claim's Court. How much have you lost out on exactly?
>
> Tariq
Tariq
Hmm, yes I'd take them for it + reasonable costs in recovering it.
https://www.moneyclaim.gov.uk/csmco2/index.jsp
Tariq
Tariq
I'm fairly sure that's what I did when I sent my claim in - sent the first
page (showing no balances carried over), second page (showing listing of
numbers and their totals), and the page showing the tariff and phone number
of the handset I was claiming against.
Tariq
Jack Torrance
> >
> > Is this true ? Did you not send in page 1 ?
> >
> Actually I have 2 phones with Orange and the first , i have been
> having for the last 3 years.My bill is a combined one in that the
> first page gives the totals incurred by both phones , then page 2-6 is
> the itemised bill for the older phone and page 7 is the itemised bill
> for the new one.
> Initially I sent in the first page and page 7(i.e pages relating to
> the present connection).
> After phoning them since they said they required all the pages, even
> though it had no bearing on the present connection , I sent in pages
> 2-6-which was returned with this letter.
This it what I had to send them to get anywhere...
Cashback Claims
Communications House
Marshfield Bank
Crewe
CW2 8UY
Dear onestopphoneshop,
I am extremely disappointed by your initial rejection of my Cashback Claim, via
your letter dated 16th December 2002. In response to this letter I wish to draw
your attention to the following.
1. Your letter implies (by the use of bold text) that the bill I sent you was not
my latest. However, as my bill date is the 19th of each month, and my cashback
claim was made on the 12th (3 months from being connected) the bill I enclosed WAS
clearly my latest.
2. Your letter also states that you require my bill in its entirety. This is in
contradiction of the letter enclosed with my order. Which requested, "copies of
the first 2 pages of the most recent airtime invoice.please make sure you include
the page which states which tariff you are on, if this is not on the first two
pages.".
As requested I enclosed pages 1 & 2, and page 8 which showed the Tariff as being
'High Speed Data Plan'. The rest of my bill is frankly of no concern of yours.
I have followed your original instructions to the letter. I have previously sent
you the requested pages of my latest paid bill. However, since receiving your
letter I have received a later bill from Orange and once again enclose copies of
the originally requested pages.
If the enclosed information is still insufficient to process my Cashback Claim I
would appreciate a more detailed explanation of why the information you originally
requested, and which I have provided, is now no longer sufficient. If this
explanation is not satisfactory and you do not process my Cashback claim I will be
contacting my local Trading Standards Office.
johnm
> "johnm" <rjohn...@yahoo.com> wrote in message
> news:8ecb264a.04033...@posting.google.com...
> > >
> > > Is this true ? Did you not send in page 1 ?
> > >
> > Actually I have 2 phones with Orange and the first , i have been
> > having for the last 3 years.My bill is a combined one in that the
> > first page gives the totals incurred by both phones , then page 2-6 is
> > the itemised bill for the older phone and page 7 is the itemised bill
> > for the new one.
> > Initially I sent in the first page and page 7(i.e pages relating to
> > the present connection).
> > After phoning them since they said they required all the pages, even
> > though it had no bearing on the present connection , I sent in pages
> > 2-6-which was returned with this letter.
>
> This it what I had to send them to get anywhere...
Will send a similiar response to Onestopphoneshop and see what
happens.
Also if everyone affected by this company with regard to cashback were
to leave a message on BBC Watchdogs answerphone ,stating that there
are problems with receiving cash back,they would start an
investigation into it and then perhaps things would become better.
Bryce Whiteford
I did the same, sent in pages 1,2, and 5 (3 and 4 are for other
phones) and received my cheque about 7 days later.
--
Bryce Whiteford
polepo...@despammed.com