Express Mobiles

[Wethers82]

I don't know if any of you have been unfortunate to have experience with Express Mobiles, but they are literally a middle company that offer you a deal with a network provider and I believe they get a comission from the network for every sale.

Anyway, my father got a text to his phone informing him of a new offer- free 18month contract with free line rental for the length of the contract. To me, this sounded ideal as the thought of saving money through not paying for my phone bill would be a big help. The only catch, or so i was told, was that I only get a choice of a few handsets which are quite old, but that made sense.

I contacted the company to get more info about how it works, I was told that I pay £40 line rental per month and after three months I get a cheque through the post for the sum of £120, the same would happen every three months. I decided to go ahead with this deal and he processed the order. I recieved my phone ten days later and was very happy, that was until recently.

I had recieved my fourth bill from orange but still I had recieved my cashback, so I decided to contact Express Mobiles. The lady informed me that I had to send the front covers of my last three bills to them directly, when I informed her that I had never been told of this, she refered to the terms and conditions I had been sent (although I had been made aware of these T&Cs AFTER I had agreed the contract). She said if I send off the bills immediately I should be able to get my cash back, so I did it just before I went on holiday.

Upon my return, I found a letter from Express Mobiles. In the letter they said that my claim was 'too late' and had to be within the 'first fourteen days of recieving my third bill'. Not only have they refused to give me the cashback for this month, but they've also refused to give any cashback in the future.

I personally think this is disgusting and very misleading. I recieved the T&Cs AFTER I accepted the contract, if I had been made aware of this BEFORE, I would have never agreed as it clearly is nothing but a farce. EM obviously wait for the moment the unsuspecting customer fails to send in their claim (regardless of any postal strike or postal/personal problems) and as soon as they dont recieve anything they have no problem in cancelling the cashback offer, it all sounds like a very devious plan to mislead customers.

I'm considering reporting them to the media such as the newspapers and even watchdog. Is there anything else I can do to recoup for my losses? Is there anyway for me to void the contract as the agreement was made verbally and not in writing? as now, not only am I out of pocket, I am also stuck in a contract for the next 14months.

Any help would be greatly appreciated.

[MARTIN3030]

Thread title edit....Whilst your grievances are clearly understandable,site rules prohibit the use of libel or potentially libel words/titles and comments for obvious reasons.


I think Buzby can help you out with this one.

[Wethers82]

Sorry and Thanks Martin.

Just saw something on google relating to EM, seems they've been misbehaving before. Text message ads were misleading and unsolicited, says watchdog | OUT-LAW.COM

(hope the link is allowed, sorry if not)

[buzby]

You'll be at the end of a VERY long line of people who have been suckered with these 'cashback' scams. Even here on CAG you'll see the whole point of the scheme is to hook the customer then come up with a spurious excuse not to pay the cashback, not just for that quarter, but invalidating ANY subsequent claim.

The 'media' won't be interested - that was the story of 2006-7, and MPs are now trying to outlaw schemes like these (this is of course AFTER the bulk of folk have been stiffed). The deal has nothing to do with your network operators, but if you contact them and explain your mobile were taken out on a cashback promise that has never materialised, they may be able to drop the cost of your line rental to a baseline - but not for free.

As you know, there is no such thing as a free lunch, and these mobile deals have been largely discredited. A huge Birmingham based company offering cashbacks went bust only a few months ago, so it may be best to chalk it up to experience and not believe these too-good-to-be-true deals.

[Wethers82]

How about contacting the OFT and TS to see if theres anything they can do?

[Wethers82]

Is there any other action I can take on this? surely the OFT can do something?

[Sazeeyore12]

I had the exact same thing with them (text, phone call etc) but on top of that when it arrived the phone didnt work and when I tried to return it and change my mind about the contract they wouldnt accept it saying it was outside of the time period which it wasnt. But as I'd lost my receipt from Royal Mail I had no proof.

I just received my 6th bill but stiill havnt received my first cheque. I stated in my second claim email that if I did not receive my money back I would be speaking to OFT and may be forced to take legal action.

I'm sure OFT can do something as if they state in their TC (which they do) that they will refund succesful claims. If I don't receive my cheques I assure you I will be going to them!

- I recommend you do to...best of luck!

[JazzyKeith]

I have also been sucked into this outfit.
I took up the offer in June/July last year and put in my first cashback claim in October and received an on-line acknowledgement but since then no dosh. I am still chasing them since my second cash back is imminent.
Does anyone have a registered company or address and I may sue in county court

[Sazeeyore12]

Same - My secod claim is due and I had a VERY shirty row with a woman that works there who apparently was the manager but when I made suggestions about her staff (3 of whom had told me my cheue was in the post) may not be trained properly she flipped out and started yelling at me not to insult her staff! She then informed me that my account had been made a "priority" (read "trouble"!) and it had gone out that day. That was more than a week ago and guess what.....

I'm going to OfCom and taking this as far as I can! I recommend EVERYONE who has been stung by them gets some advice - starting with OfCom and takes them for every penny. If you dont still have a copy of there terms and conditions - phone them and get one becasue thats where it states they will re-imburse you.

Good luck

[Wethers82]

I spoke to Ofcom when I launched a different complaint regarding TalkTalk. I mentioned the problem I have had with Express Mobiles, but the advisor said it would be best contact the OFT or TS. He also stated that as a consumer it is down to us to make sure we are aware of the T&C's before accepting, although.... lets be fair here...we made a verbal agreement in which we were missed informed. I was not made aware that I had to send off my bills to get my cashback, i was just told I'd be automatically credited, so really I see it as being misinformed. Also I didn't get the full T&Cs until two weeks after accepting.

I can't believe that so many of us have been dragged into this, although to be honest, there method does sound simple.
The mislead consumers into agreeing a contract with a verbal agreement including incorrect information. They know full well we won't check the T&C's thoroughly, so therefore they've lined us up for the fall. These people are cons and you only have to contact them to see that, as there customer service is lousy and careless.

I think we should all contact the Trading Standards boards and inform them of each of our problems, at least if they see its happening to quite a lot of people they may be prepared to take further action. If I'm gonna lose out on this cash-back scam I'm gonna make sure they go down with me.

[the_complainer]

I received first payment but not any more. I just did a little research and I think they are now out of business:

WebCHeck - Select and Access Company Information

If the link doesn't work just look them up on companies house website. They are dissolved.

I am going to phone orange in the morning to see what my options are.

[RK08]

Any news from Orange, my son has he same deal from Express Mobiles and has'nt recieved a penny even though he has emailed them and sent in his bills as required.

[Deeps1975]

I had the same problems as listed above and had been waiting almost three months for my first cashback cheque. Express Mobiles are based in Titchfield near Fareham and as I live in Portsmouth and kept getting told that the cheque "would be posted today" I offered to go and pick it up from their office. The rude women on the end of the phone informed me there would be no need for that as she would personally see that the cheque would be sent that afternoon recorded delivery. I told her that I'd heard it all before and I didn't believe her but it turned up the next day like she said. This was Feb 16th 2008 so they obviously haven't gone bust but weather or not I'll get the next cheque will be interesting. My advice is to ring them everyday (0870 22 55 123).

[RK08]

My son still hasn't received anything despite phoning them every day with promises from a rude woman that the cheques have been sent out. Has anyone contacted OFT or TS if so what was the outcome.

[IKDRF]

Have had a lot of difficulty in obtaining cash back from this company. Advice from the OFT is not to trade with them. On four seperate occasions I was told that the cheque was to be sent and it didn't arrive. I then gave the company pre notice of my intention to claim against them in the Small Claims Court having taken (thankfully free) legal advice that I would win the case without a problem. I gave Express Mobiles a deadline for the cheque which was met by recorded delivery. It is important when claiming and querying that all consumers log the process of events, the responses and timescales.This is usefull information in legal proceedings and it shows the company you are serious.Be professional with them, they will not respond to sabre rattling.

[IKDRF]

Have read above replies now, would advise the following:

1) Register a complaint with TRADING STANDARDS (OFCOM is not the right avenue as you are dealing with a distributer not a provider of communication services.
2) Inform Express Mobiles (and be serious about this) that it is your intention to take them to the Small Claims Court. They are in breach of contract if they have not returned your cheque within 28 days. You will win your case.They know it

[RK08]

My son is still having problems and after calling them for the last 2 weeks has still not received his money, he has 2 lots registered with them now and not a penny. Thanks for the info IKDRF i will get him to write everything down call them and threaten the small claims action.

[RK08]

It is also interesting that last week we couldnt find a web site for them and now we can, they have a site which is under construction no doubt getting ready to con others