I take objection to you stating that I give Rob Barnes a tongue lashing as this is not the case, I have every respect for him but I do give Cool New Mobile a tongue lashing.  I find it ironic if you don't work for Cool New Mobile that you are so defensive of them; especially when my son who lives in a different region from me and has always sent his recorded delivery, the first time he sends it with only a certificate of posting Cool New Mobile says they didn't receive it! .  I am angry and frustrated as I have been using these cashback services for a number of years now and this is the 1st year I have had a problem.  As I stated last year I used Cool New Mobile I only sent my claims by 1st class post and never had a problem.  You're probably not interested but following legal advice, I wrote to their customer services by recorded delivery and sent in another cashback claim with a certificate of posting at the same time, at the same Post Office, and surprisingIy (or not) the customer services got their letter, but the office where I sent the cashback claim said say they did not receive it. 

Finally, I would also like to say I find your response quite aggressive and rude.

Carol

I can understand your concern and do symapthise with you. It must be extremely frustrating to have followed the requirements of the site only to be told that the letters have gone missing. I cannot comment on whether or not they actually received your claims but I would reiterate that the safest way to send any cashback claims is with proof of postage AND proof of delivery. It isnt fair that customers are forced to do this but it would at least ensure mail isnt "lost".

I am disappointed that you have had issues with one of the providers listed on our site - if you can email me directly with your customer reference/mobile numbers against which you are claiming cashback then I will take up this issue directly with CoolNewMobile

regards

Rob

Cool New Mobile

We recommend you send all claim paperwork by recorded delivery, as proof of sending is not proof of delivery. Where an item goes missing in the post and you haven't got our valid recorded delivery signature, then the item will be regarded unclaimed.

Recorded delivery allows compensation of a maximum of 100 x a first class stamp.

Special delivery allows compensation of a maximum of £500.

PROOF OF POSTING – A BIG FAT ZERO. AND IT COSTS A BIG FAT ZERO.

Rob Barnes to me Wed, May 09 2007 10:49am

“Cashback deals tend to get a bad press these days - however if you stick to the larger well known retailers you should be ok. MAKE SURE YOU READ THE TERMS AND CONDITIONS BEFORE AND AFTER YOU BUY!!!

Follow these terms TO THE LETTER and make sure you keep records of ALL your correspondence, sending all mail by recorded delivery (and keeping the receipts)

I would take a look at all the retailers on our site - if you connect via our site we will manage any issues for you.

You might want to look at asda.com mobile phones as they provide a gift card sent automatically to you after three months.....

Remember, cashbacks work - but only if you follow the rules set out by the retailer. People do get their money in most cases.”

I have re read Cool New Mobile’s terms & conditions. My recommendation is by all means carry out an ill judged vendetta against Cool New Mobile BUT don’t on any account spend money on solicitors. IF YOU THINK I’M TALKING RUBBISH GET AN APPOINTMENT AT YOUR LOCAL CAB FOR A FREE HALF HOUR WITH A SOLICITOR.

And finally

You tried to do this on the cheap by cutting out RD and certainly SD (the wise course of action with originals if they were worth significantly more than 100 x the price of a first class stamp).

You’re upset and furious with yourself and have no peace of mind so instead of lashing out at the villain of the piece you, you give Rob Barnes and Cool New Mobile a ‘tongue lashing’.

I hold no brief for Rob Barnes and I am NOT a fan of Cool New Mobile just in case your retort is “you work for MS or Cool”.

I wish you well in coming to terms with your loss. :-)

Message for Rob Barnes

I recently came across the issues on your site regarding the above company.  This is my second year with them and have found the customer service appalling and emailed them to this effect earlier this year.  Last year I never sent my claims by recorded delivery but by ordinary first class post, no problems at all.  Following one of my sons suffering loss (got no cashback) I decided to send in my claims and obtained certificates of posting from the post office.  My first claim was paid but it took 2 months to get the cheque.  When I sent in my second claim and did not get my cheque immediately I was not worried as it had taken 2 months for the first claim to come through.  I decided to ring them after about 6 weeks only to be told surprise, surprise they had not received my claim and therefore it invalidated any future claims.  One of my other son's has telephoned me today and is quite upset as he had always previously sent his claims by recorded delivery but had followed my process and just obtained a certificate of posting, only to be told by the company today again surprise, surprise they had not received his claim, stands to lose approx £209 and I stand to lose Almost £300, not a bad profit for them.

I note you comment that he seems a reasonable chap on your blog well maybe he would like to tell my son and I why we would be writing to his company with certificates of posting to prove it, if it were not for cashback claims.  I am going to fight this company through the courts if necessary and make as much fuss as I can in order that everyone is aware of this unscrupulous Company who are advertising cashback mobile deals on the web with no intention of paying the cashback.  Had I not followed the process to the letter I would not be making such a fuss but I have sent off original bills and claim forms almost immediately on receipt of my telephone bill.

I would also like to point out that it is not a condition of the Contract that you send your claims by recorded delivery but only a recommendation.  Of course if you don't send it by recorded delivery it is easier for them to say they have not received it.

I believe obtaining a certificate of posting should be sufficient, as I said previously for what other reason would I be writing to the Company other than for cashback claims, and it is easy to identify as the dates are within a week of receiving my bill.

I am sorry Mr Barnes from experience I cannot agree your sentiments, I think that this Company are ripping off customers BE WARNED.