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You can do IT in laterlife 

Getting the most from your computerYou can do IT is a regular feature of laterlife.com aimed at trying to help laterlife visitors make the most of Information Technology on or off the web. 

Jackie Sherman who runs the You can do IT Question & Answer section is an IT trainer and author. Jackie has spent her career in education and specialises in teaching IT to adults. Her courses for adults include such topics as MS Office, the Internet, e-mail and basic web page authoring.

Jackie has also written the books shown here - you can find more details about these by clicking on the cover images above. Jackie has also been running a course specifically for over 50s. 

Every day computer activitiesVia laterlife.com Jackie aims to particularly help those new to IT and the web to build up knowledge and confidence, so no question is too basic. At the same time she will cover Q&As for the more experienced user. 

So if you would like to ask a question of Jackie, why not email her jackie@laterlife.com 

Or if you have discovered something which may be of interest to others in making the most of the web, then she would love to hear about that too..

View previous editions of YoucandoIT for more useful Questions and Answers

 


 

November 2011

Getting your cashback from mobile phone companies

In an earlier column I suggested using a cashback site such as www.topcashback.co.uk when making online purchases. Usually, these work well and you get your discount/cashback if you simply click a link and purchase online as normal.

However, there are some purchases where the cashback claim is rejected on a regular basis. In particular, you may have had this problem when purchasing a new mobile phone, PAYG or monthly phone contract.

If you want to use a cashback site in the future for this type of purchase, do not use the telephone at any time to complete the contract as this breaks the link and will not be tracked. If you DO have a problem and need to phone the company, make sure you CANCEL the original purchase and go back online to complete a new one – whatever the members of staff promise you over the phone.

Keep screen prints of every stage and do not delete any emails you are sent, as you may need them later as evidence!

If you have had a claim rejected or cashback is not showing in your account and you genuinely followed the normal procedure when making your purchase, you need to take the following steps.

1. Write and complain to the mobile phone company. Send your letter by recorded delivery so it cannot get "lost" and give them a short period e.g. 10 days by which to reply.

2. If they reply by telling you that you are not owed the cashback for one of the following reasons, you have a good case to pursue your claim:



a. You completed your purchase over the phone. (A common trick is to get you to phone up with a few 'final details' which breaks the track back to the original cashback site. They then set up a new order with a completely different number.)
b. The money has already been paid to a 3rd party. (The system is so confusing, with affiliated networks and the like involved, they have this smokescreen of links that you know nothing about.)
c. They have 'no record' that you went through a cashback site, but you can see the tracked purchase in your account and have bank or credit card statements showing the date your purchase went through.



3. Now is the time to use one of the FREE arbitration services available at www.otelo.org.uk (Office of the Telecommunications Ombudsman) or www.cisas.org.uk, depending on which company you are claiming from. For example, CISAS is the Communications and Internet Services Adjudication Scheme and you simply fill in an application form setting out your case, include any screen prints, letters or email evidence to support your claim and state how much you want from the mobile phone company.

4. In a few weeks, you will find out if the mobile phone company has given in and agreed to pay, or if CISAS feel you are not eligible for the cashback.

5. If you disagree with a negative decision, you can still go through the small claims court. Do this online at www.moneyclaim.gov.uk. You will have to pay £25 (for claims under £300) but if you have a good case, the phone company has to pay your costs as well as the cashback if they lose.

You may be told by some people that cashback is a "bonus" and not a right, but in my view, it is a promise to pay if you fulfil the simple condition of clicking a link and purchasing online.

You may also be told that you should claim against the cashback site, and not the mobile phone company. However, the mobile phone company is obliged in law: "not to engage in dishonest, misleading or deceptive conduct and to ensure that those selling their products and services do not mis-sell". As they are the ones who decide whether to pass on the commission to the cashback site that ends up as your cashback, THEY are the ones to claim against.

Best of luck – and do let me know if you follow these steps and get your money back.

 


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The above article is part of the features section of laterlife.com called laterlife interest. laterlife interest contains a variety of articles of interest for visitors to laterlife.com written by a number of experienced and new journalists.

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