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hiya, i'm antonio. this is the first message i post to this forum, just want to say hello to all of the existing member.


actually, i face a problem in the cashback redemption of the mobile phone contract. so i might need advice and help from you all.


many thanks

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Hi and welcome to CAG :)


Spend sometime familiarising yourself with the site then when your ready start a new thread in the appropriate forum :)


The Telecoms forum is located here



Any typos spelling mistakes are due to leprechauns in my keyboard they move the letters around sometimes (amended just for Bookie)


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I offer help and advice in good faith, based on my knowledge and experience. I am NOT a legal or financial expert. There are many CAG members and site team who are better qualified. Please do not make major decisions based on my advice alone.I do not give advice via P.M's. If anyone can correct my mistakes or improve on my advice, please do.

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I am writing to request you for acting as a consumer representative to take action on the following company which had failed to honor in making the cashback payment of the mobile phone contract. I had attached the terms and conditions, original dispatch note and 4 emails and the current mobile phone bill


The Mobile Outlet


Address: Website:




(Sales):(Customer Services): (Cash Back Enquiries):


My order number is 2003XXXX and the mobile number of the mobile phone contract is 0797XXXXXXX . I had enter a mobile phone contract with the company on the company website on 23 May 2007


Referring the terms and conditions of the contract, as well as the additional literature that relates to this offer, I am entitled to a total cashback payment of £480.00 and this are spread equally to 5 stages claiming process which are £96.00 in month 4, 7, 9, 11 and 12 of the contract.


According to the contract, once the company is receipt of the original documentation, the delivery of cheque will be made within 28 days. I received 2 emails on 1 October 2007 which are about the confirmation of receipt of documentation and successful of application, and a cheque will be delivered after 45 days (payment made after 28 days and additional 14 days of delay). But no any cheque was received. I called the company on 25 October 2007 and the company representative confirmed that a cheque will be delivered to my bank account by end of October 2007. But no any transaction made by the company. I send 2 emails to the company email, and received the confirmation of receipt on 12 November 2007. I called again on 19 November 2007, the representative confirmed again that a cheque will be delivered by end of November 2007, but when I further my queries, he ignored my question and hang up my call. Once again, this is in accordance with the terms and conditions. The representative’s response to my call was unsatisfactory.


I had forwarded with the original bills 1 through to 4 and original dispatch note on 17 September 2007 which is within 21 days of the issue date on bill number 4 (on 3 September 2007).


I had sent a letter on 21 November 2007 with the title of Request for Payment of Cashback and attached the terms and conditions, original dispatch note and 4 emails. I had gave the company 14 days to reply to me accepting, unconditionally, my request in principle and letting the company know a date by which I will receive payment. If the company does not respond, or do not respond positively within this time period, I shall send the company a letter before action giving the company a further 14 days in which to reflect.


I had sent another information letter on 12 December 2007 to let the company know the action will be taken and giving a further 14 days in which to reflect. In addition, I had attached an email and original bills 5 through to 7 which regarding the application for cashback of month 7. I did receive an email from the company but this replied email is for my previous enquiry which I sent on 12 November 2007. I am not satisfies with apologize since no any time frame given. I called again after 21 November 2007, but the company contact number is changed and the number is not available to call. And up to now, the call problem still remains the same.


I hope that, on consideration of my request, you will be persuaded to take an action to prevent the incident happen again. My contact number is mentioned above. I can be available for interview at any time and look forward to hearing from you.

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