One Stop Phone Shop OSPS Cash-back claim problem - "Connection date"

Anyone else been refused their cashback by OSPS because they assumed
that 8 months from connection date meant 8 months after your phone was
connected?

OSPS are refusing to pay because they say I was connected on 30th Jan
06 (the date they sent me the phone). My first bill says that I paid
line rental from 6th February - which is what I took to be the
connection date.

They received my claim on 2nd November - 3 days after their 30 day
period expired but 3 days before mine did!

Looking at their documentation they never clearly state or define
"connection date" so I reckon I'm within my rights to press my case.

Anyone else had the same problem and succeeded in getting the cash? If
so, what did you do to get them to come round to your point of view?

I'm planning to lodge a complaint with the Communications Regulator at
the mo.

Thoughts?

EHM

ehmcneill@lineone.net wrote:
> Anyone else been refused their cashback by OSPS because they assumed
> that 8 months from connection date meant 8 months after your phone was
> connected?
>
> OSPS are refusing to pay because they say I was connected on 30th Jan
> 06 (the date they sent me the phone). My first bill says that I paid
> line rental from 6th February - which is what I took to be the
> connection date.
>
> They received my claim on 2nd November - 3 days after their 30 day
> period expired but 3 days before mine did!
>
> Looking at their documentation they never clearly state or define
> "connection date" so I reckon I'm within my rights to press my case.
>
> Anyone else had the same problem and succeeded in getting the cash? If
> so, what did you do to get them to come round to your point of view?
>
> I'm planning to lodge a complaint with the Communications Regulator at
> the mo.
>

If this was for a Three network deal, you might be interested in the
following article:

http://www.mobiletoday.co.uk/content...sp?men=2&sub=3

specifically with reference to their statemant that 28 days is simply an
unacceptably short period of time within which to expect customers to
submit their claims.

If not, a complaint to your network with a reference to the above
article may well result in other networks finally sitting up and forcing
a set of minimum standards upon their dealers. It seems that networks
HATE spending their time (and money) fielding complaints generated by
cashback disputes. They hate cashback schemes at the best of times as
they tend to attract exactly the wrong sort of customers (i.e. the ones
who increase their annual churn figures) but cashback schemes that cause
an unacceptable level of customer uproar are their nemesis.

HtH
Reestit Mutton
--
www.reestitmutton.co.uk

The UK's only contract mobile phone price comparison service that tells
it like it is, in plain English

ehmcneill@lineone.net wrote:

> I'm planning to lodge a complaint with the Communications Regulator at
> the mo.

Not much point doing that -- your contract for the cash-back is with
OSPS and not the network. Ofcom regulate (amoungst other things) the
mobile networks and not the dealers. Trading Standards or the Small
Claims Court is where you should be looking.

<ehmcneill@lineone.net> wrote in message
news:1163154092.360832.78420@k70g2000cwa.googlegro ups.com...
> Anyone else been refused their cashback by OSPS because they assumed
> that 8 months from connection date meant 8 months after your phone was
> connected?
>
> OSPS are refusing to pay because they say I was connected on 30th Jan
> 06 (the date they sent me the phone). My first bill says that I paid
> line rental from 6th February - which is what I took to be the
> connection date.

I've always gone by the date on the paperwork from OSPS and it looks like
that's what OSPS have based their calculation on but your connection seems
to have been delayed for some reason. I'd give them a polite call or email
and point out their mistake.

Cheers, Jiffy

In article <1163154092.360832.78420@k70g2000cwa.googlegroups. com>,
ehmcneill@lineone.net wrote:

> Anyone else been refused their cashback by OSPS because they assumed
> that 8 months from connection date meant 8 months after your phone was
> connected?
>
> OSPS are refusing to pay because they say I was connected on 30th Jan
> 06 (the date they sent me the phone). My first bill says that I paid
> line rental from 6th February - which is what I took to be the
> connection date.

Are you sure that there's definitely no part month charge i.e. from Jan
30-Feb 5?

> They received my claim on 2nd November - 3 days after their 30 day
> period expired but 3 days before mine did!

Was there a reason for you sending the claim in relatively late in the
claim window? I know that you don't need me to tell you that if you had
sent it in just one week earlier you'd have been OK.

ehmcneill@lineone.net declared for all the world to hear...
> I'm planning to lodge a complaint with the Communications Regulator at
> the mo.
>
> Thoughts?

It's not a communication issue. Trading standards, followed by small
claims court.
--
Regards
Jon

<ehmcneill@lineone.net> wrote in message
news:1163154092.360832.78420@k70g2000cwa.googlegro ups.com...
> Anyone else been refused their cashback by OSPS because they assumed
> that 8 months from connection date meant 8 months after your phone was
> connected?
>
> OSPS are refusing to pay because they say I was connected on 30th Jan
> 06 (the date they sent me the phone). My first bill says that I paid
> line rental from 6th February - which is what I took to be the
> connection date.
>
> They received my claim on 2nd November - 3 days after their 30 day
> period expired but 3 days before mine did!
>
> Looking at their documentation they never clearly state or define
> "connection date" so I reckon I'm within my rights to press my case.
>
> Anyone else had the same problem and succeeded in getting the cash? If
> so, what did you do to get them to come round to your point of view?
>
> I'm planning to lodge a complaint with the Communications Regulator at
> the mo.
>
> Thoughts?
>
> EHM
>

In my experience with OSPS, the cashback periods were based on bill numbers,
not connection date. e.g. submit bill 4,8,12. I always submitted the
relevant bill after the direct debit date on the statement.

<ehmcneill@lineone.net> wrote in message
news:1163154092.360832.78420@k70g2000cwa.googlegro ups.com...
> Anyone else been refused their cashback by OSPS because they assumed
> that 8 months from connection date meant 8 months after your phone was
> connected?
>
Well what is a connection date and what is a connection ?
8months from connection date is 8 months after the phone was connected. So
I do not see what you mean.

> OSPS are refusing to pay because they say I was connected on 30th Jan
> 06 (the date they sent me the phone). My first bill says that I paid
> line rental from 6th February - which is what I took to be the
> connection date.

The connection date is the date the phone was connected! Was your phone
connected on 30th January or not? Does the bill say that your connection
date was 6th February?

>
> They received my claim on 2nd November - 3 days after their 30 day
> period expired but 3 days before mine did!
>
That depends on what the correct connection date was.

> Looking at their documentation they never clearly state or define
> "connection date" so I reckon I'm within my rights to press my case.
>
It is the date your phone was connected, or activated ready to use on the
network.
It is within the actual phone contract and definitions.

> Anyone else had the same problem and succeeded in getting the cash? If
> so, what did you do to get them to come round to your point of view?
>
You will find they will not change the conditions you agreed to or the
definitions they use within the meaning of the contracts.

> I'm planning to lodge a complaint with the Communications Regulator at
> the mo.
>

They will send it back to you!

> Thoughts?
>

Buy a calendar, mark the dates clearly and check what you're doing.
Cashback deals are a pain and there is no guarantee you will get your money.
Either through a mistake on your part or not understanding the terms and
conditions, or the retailer going bust. They are really not worth the
trouble and effort.

Thanks for your answers.

Points of clarification:

1. Yes, there was a "stub payment" at the start of my bill, but that
went from 6th Febuary hence my deduced connection date.

2. I will need to go through the legals with a fine toothcomb to see
whether "connection date" is defined.

3. The dates were/are in my calendar and according to my
interpretation I was within them.

4. Thanks re: trading standards and small claims court.

5. I spoke with OSPS already - they're not playing ball.

6. Reading OSPS's conditions is confusing at best. Some say "send
in your 8th bill", some say send in your most recent bill on the 8th
month "anniversary" (if you see what I mean). If you wait for the 8th
bill it means you've about 10 days to get it all sent in.

Anyway, will let you know what I end up doing!

EHM

>>
>
>In my experience with OSPS, the cashback periods were based on bill numbers,
>not connection date. e.g. submit bill 4,8,12. I always submitted the
>relevant bill after the direct debit date on the statement.
>
OSPS said to me that the connection date was when you first put the sim
in, turned it on and connected to the network.
I had asked for number porting but did not go through with it.
I connected as soon as I got the phone.
They thought I had waited 28 days for the number port and said I put my
claim in too soon.
Story so far: They agreed I was in date. Send it again they said. No
said I, you pay me.
Not unless you send it again they said.
Small claims court by me.
They paid me and the Court fee.
They paid me and the court fee again by mistake.
I have submitted my second one now.
Hope it goes the same way as the first.
(I know I must pay the 2nd lot back. If asked)


--
..

Peter@Zero.com declared for all the world to hear...
> >In my experience with OSPS, the cashback periods were based on bill numbers,
> >not connection date. e.g. submit bill 4,8,12. I always submitted the
> >relevant bill after the direct debit date on the statement.
> >
> OSPS said to me that the connection date was when you first put the sim
> in, turned it on and connected to the network.

OSPS would not know this, or be able to find it out.

> I had asked for number porting but did not go through with it.
> I connected as soon as I got the phone.
> They thought I had waited 28 days for the number port and said I put my
> claim in too soon.
> Story so far: They agreed I was in date. Send it again they said. No
> said I, you pay me.
> Not unless you send it again they said.
> Small claims court by me.
> They paid me and the Court fee.
> They paid me and the court fee again by mistake.
> I have submitted my second one now.
> Hope it goes the same way as the first.
> (I know I must pay the 2nd lot back. If asked)

Bravo.
--
Regards
Jon

On Nov 13, 7:24 am, Jon <s...@jonparker.plus.com> wrote:
> P...@Zero.com declared for all the world to hear...
>
> > >In my experience with OSPS, the cashback periods were based on bill numbers,
> > >not connection date. e.g. submit bill 4,8,12. I always submitted the
> > >relevant bill after the direct debit date on the statement.
>
> > OSPS said to me that the connection date was when you first put the sim
> > in, turned it on and connected to the network.OSPS would not know this, or be able to find it out.
>
> > I had asked for number porting but did not go through with it.
> > I connected as soon as I got the phone.
> > They thought I had waited 28 days for the number port and said I put my
> > claim in too soon.
> > Story so far: They agreed I was in date. Send it again they said. No
> > said I, you pay me.
> > Not unless you send it again they said.
> > Small claims court by me.
> > They paid me and the Court fee.
> > They paid me and the court fee again by mistake.
> > I have submitted my second one now.
> > Hope it goes the same way as the first.
> > (I know I must pay the 2nd lot back. If asked)Bravo.
> --
> Regards
> Jon

Well done, how long did the process take, did it go to court or did
they settle before the date.

>> > I had asked for number porting but did not go through with it.
>> > I connected as soon as I got the phone.
>> > They thought I had waited 28 days for the number port and said I put my
>> > claim in too soon.
>> > Story so far: They agreed I was in date. Send it again they said. No
>> > said I, you pay me.
>> > Not unless you send it again they said.
>> > Small claims court by me.
>> > They paid me and the Court fee.
>> > They paid me and the court fee again by mistake.
>> > I have submitted my second one now.
>> > Hope it goes the same way as the first.
>> > (I know I must pay the 2nd lot back. If asked)Bravo.
>> --
>> Regards
>> Jon
>
>Well done, how long did the process take, did it go to court or did
>they settle before the date.
>
I filled the online form in at moneyclaim.gov.uk on 14th August. It is
assumed 5 days later it is served. They then have 14 days to admit
liability or serve a defence. On the very last day they submitted the
most generic defence possible on a poor copy of a copy ( they did not
owe me money but if they did they would make no admissions).
The Court then say that it will be transferred to your local County
court. To make this happen you have to fill in a form they send you and
pay a further fee. (The fee is added to your claim).
Then about a week later before I had done anything a letter from OSPS
saying that without admitting liability they were going to pay me within
14 days.
On the 16th day no money so I phoned their legal department (details
from Court Forms) and gave them 2 days or I resubmit the forms. They
said a cheque had already been sent but must be lost. A hand written
cheque arrived on the 3rd day (dated 3 days previously) as I was about
to post the forms.
A month later a computer written cheque arrived dated 2 days before its
arrival.

--
..