Fonestation

avi_3

Hi - I have taken a contract from them, and now having problems. I sent my 6th month cashback late (as thier terms are very confusing). I was told that there was a free gift i.e Nokia 1100 phone which will be sent to me when i apply for my 6th month cashback. Now they have refused to give me my cashback and say that even the free gift is void, as i have sent my redemption late.
I have tried to reason with them, saying that the nokia 1100 was a free gift and not part of the cash back. So how they refuse to send me the phone?

These are their terms

The money that is discounted by the network is discounted automatically from your bills. All remaining cash back is paid to you by us on redemption basis. This involves applications that are sent to us each quarter. The first application is to be made at month 3, the remaining applications are made after the 6th month bill is paid and then again when the 9th month bill is paid and the same again at month 12. Where the offer states that there is extra cash to be claimed other than that is placed against the discounted line rental, such as an extra £10 on an offer, it will be paid on the last application that is made at the end of the contract. The redemption vouchers are sent out with the handset (along with a welcome letter).

Successful applications require that all bills are to be paid in full and by direct debit. Include 1 of the vouchers sent to you with your phone for each
3 monthly claim. These should be sent to us by Royal Mail recorded delivery to arrive within 7 days of the relevant bill being paid (and not when the bill is received by the customer). The vouchers should also be accompanied by the original bill for the relevant period

Having successfully applied for cash back customers will receive a cheque for the full amount made out to the account holder and sent to the Three billing address within 30 days of the application being received.

Thank you for your enquiry/order.

Fonestation.

There is no mention of the phone being linked to the cashback in their terms.
Any suggestions? I am not going to take any further contracts from these guys.

muyiwab

Hi,
I,ve had the identical problem you're having now,emailed them regards my free phone but they gave me the same reason.I dont remember any mention of the phone been tied to the bills.Also i found out that i was been charged an extra £10 for MMS messaging and video calling add on's which i never requested for,emailed Fonestation to take it off but they told me to call 3 customer service to have it removed after abit of back and forth with no joy, I've now cancelled my direct debit.I'm lost as to what to do with these people you know.sorry i've not been able to help but at least you know you're not alone in this situation.

Anon

The terms are slightly confusing - sending a bill withing 7 days is tight, but within 7 days of paying the bill (not when you receive it ) - the payment would only show on the next bill? However, you must have worked it out as you already claimed in m3?

If you cancel your Direct Debit you will damage your credit record as it will show on Equifax and Experian etc. You need to reinstate your DD and resolve this with the company - for the add ons you should contact Three direct as they are the ones who you have the contract with for the phone (you may even be able to change your add ons online or on your handset by going to the customer support area).

Remember, you effectively have 2 contracts. One is with the retailer, who sold you the phone/package and who has the contract relating to your cashback/free gift. The other contract is with the network. If the retailer disappears/goes out of business/refuses to pay up, then the network will generally not do anything about it as they claim it has nothing to do with them (the contract for the cashback/gift being with the retailer). You therefore cannot cancel your contract early/stop payment to the network as you will be in breach of contract with them.

Anon

avi_3

I am going to take this battle further. I cannot see how the free gift links up with the cash back

muyiwab

Im paying my bills just not by direct debit that's all,i will try taking off the add on via my phone.I haven't even claimed cashback at all always forget,let me know how you get on with the free phone.cheers