Mobiles.co.uk issues

[mdc1983uk]

Just took out additional line instead of upgrade with mobiles.co.uk due to good deal. 32/pm with new 5G phone and some cashback to claim. Not unfamiliar with the process my last contract was run like this. Just planned to port out the old contract number onto a prepay SIM and then port back in... cos I mean thats what you do?

My shock when I look on My Vodafone app to find the new contract is actually priced at 38/pm. Contacted Vodafone about this and they said contact 3rd party seller we only get involved if you have exhausted options with the 3rd party reseller.  I've been in touch with them they state its 32/pm.  Vodafone saying there maybe some discount applied that doesn't show on the app?  Nearly 3 hours on hold today between the 2 companies.

Advice?

[AnnS]

There won't be anything Vodafone will b able to do @mdc1983uk , Vodafone were not responsible for selling the phone and contract, it's also a mobiles plan and Vodafone wouldn't even sell the plan, all Vodafone are responsible for is providing the airtime on behalf of mobiles.

I do agree that there may be a hidden discount but you are a mobiles customer and only mobiles will be able to provide the information for something they sold.

A further thought is the first bill will be pro rata, you will be charged part of a month, plus one full months line rental in advance.  Help and Information 

[mdc1983uk]

@AnnS  Yes which I'm why I'm passed from pillar to post by these 2. Mobiles.co order and dispatch email show 32/pm price and I feel they did the misselling. But their customer services are actually atrocious. I've told them straight they must have someone in their company to liaise with the network direct but to no avail. I'm sending off a email later to CEO of carphone warehouse group who own them. It's a big brand being brought out by curry's so don't expect this sort of service.

@BandOfBrothers sure do. If it doesn't get sorted in the next 7 days I'll revoke my cooling off rights and send the let back.

[AnnS]

Hi @mdc1983uk 

I do know that on some Carphone and mobiles contracts they price the contracts on the website with cashback.  You can't immediately claim the cash back and there are probably some cashback T & C's. and pay the full price of the contract before cashback.

When you are eligible to claim the cashback, usually after you would be unable to cancel and are locked into the contract, this will bring the monthly price down to what was agreed.

Mobile should have sent a email with all the contract T & C's including the price before and after claiming the cashback.

[mdc1983uk]

@AnnS  yes thank you for the knowledge. The contract was took out on 32/pm price plan and the cashback would reduce that to 22/pm. I'm fully aware of my commitment to pay 32/pm. Its quite silly really they do these deals. No wonder many networks refuse to work with 3rd party's anymore. Will let you know what happens 

[mdc1983uk · Accepted solution]

Just to update and close thread. So it actually was Vodafones fault. I spoke to someone a bit more clued up today and he went quickly looking around everywhere in the account and found notes that a £6 discount should be applied as part of the contract but it was never done by the back office team. Added now 32/pm with 10/pm cashback to be claimed back from mobiles. Not bad deal for unlimited everything, no speed restrictions and a brand new xiaomi note 11 Pro 5G phone!! Very happy with that now its all sorted. Thanks

[BandOfBrothers]

Hi @mdc1983uk 

Thank you for updating your thread with the solution and it's fantastic that you've managed to get this sorted 

Take care. 

[Sabmak]

Hi what's the email and CEO name for mobiles.co.uk. I need to urgently contact them regarding fraud that's happened to me via mobiles.co.uk

[mdc1983uk]

@Sabmak  Email for mobiles.co.uk as they are now owned by Curry's (was carphone warehouse) is alexander.baldock   (at)  dixonscarphonegroup.com

Seems like you've had a package stolen or something from another post? Note Vodafone can't help you - you have the SIM which forms their only part of the contract. Mobiles will have to chase it up with DPD and find out what has happened.  They will have the IMEI number of the original phone that was dispatched to you and can get it blocked.  Possibly it got stolen out the mail somehow and then sold for cash.  Maybe by them putting a different item in the package they hope to divert the blame to being mobiles.co.uk at fault?  Seems a bit elaborate though for DPD which are usually one of the better couriers - you saying you ordered S22, got a new iPhone box and a old iPhone?! Be prepared for some hassle! If it's been signed for and accepted you are going to have a fight on your hands. Many people try scam both ways and open that package then claim wrong thing was sent. Best thing you can do is insist that original phone is blocked, you don't have it. They owe you a phone its mobiles problem, let them argue it out with DPD. All DPD packages come in a sealed bag or box within a box. Something really doesn't add up with this to be honest

[Sabmak]

Hi plz tell me what you did. As same thing has happened to me. but  through mobiles.co.uk 

Is their any possible way you can help me. 

On the 17th of August , I purchased a mobile phone monthly contract for a Samsung S22 from mobiles.co.uk.  (They part of the currys store.)
Upon receiving the order,  the box that was delivered was one of the latest models of the new iPhone. With a vodophone sim. I assumed the company had made a mistake and upon calling to rectify the issue , they assured me that they will issue me with my S22 as soon as I provide them with imei number. They instructed me to open the box to locate this.

I am not very tech savvy but upon opening the box, even I realised that it was an old iPhone handset that had been put in to a new package. At this stage , they told me that they will open up an investigation and to send the whole package to them.

Two weeks later, I am STILL without an S22 and they basically reply washing there hands if the situation as they couldn't prove the courier company did anything because the package was sealed.

As you would expect, I'm absolutely gobsmacked that this is there response. I don't even want anything to do with the company anymore but what I do want is my money back. I've spent hours of my time trying to resolve this . I have contacted the police who have also told me that the responsibility lies with the mobiles comapany. I have contacted Action Fraud also who gave me a crime number.

This needs to be sorted as a matter of urgency now. Dpd was the one that delivered it so I want someone to investigate what happened. If mobiles company are not accepting the blame then that means someone at dpd is committing fraud. Please help me find out what to do and get back to me. They sending me a deadlock letter and refusing any responsibility. I am getting stressed as I don't want to pay 2 years for a phone contract with no phone or sim. That will be not affordable as I will have to purchase another handset and sim. It does not make sense. I am still very shocked. 

Please help?

Any information you need I can give you. 

Thank You

Sabina Makda

Their customer service is appalling. They have communication issues and don't know how to talk to customers. When they don't understand they put you on hold for over an hour, then hang up on you. In which case you got to call back start all over again wasting another few hours.