Dialphone's cashback claim centre postcode mismatch

thor

On dialphones website, their cashback postal address has postcode ST5 9JJ.
I sent my claim by recorded delivery and later on looking at the receipt I see that the postcode the cashier at the PO used was actually ST5 7RG.
I queried this at another post office and they checked their postcode database. It appears there is no address with a phones4u designation at that postcode but there is one at ST5 7RG. I have always used the 9JJ postcode to make successful claims previously and have never had this changed at the PO. This is why I am wondering if dialaphone will jump on this as an excuse not to pay this time around.
If you use the postcode checker on Royal mail's website 7RG has a string of businesses including one listed as "Policy Administration Services" which is probably the redemption centre. It is obviously in Dialaphone's best interest leave the names different so that letters can be lost in the confusion. The postie will have to choose from the 2 postcodes but he will probably follow the 7RG one to cover himself if there is a query.
If he does, I think it is unlikely that p4u will pass my claim to their 9JJ site.
When I resubmit my claim I may add 'Policy Administration Services' to the address on the envelope but I am not 100% certain it is p4u's dialaphone redemption centre. Does anyone have any knowledge about this?

custardy

or it could be a postcode that is split at the delivery office
we deliver to the trainline refunds dept
this has a variety of postcodes,even with a different starting code
all going to the same building

mobilejunkie

The policy Administration Services will be for the insurance and have nothing to do with the cashback department. Always post to the address in the t&c and let the post office worry about it's own postcodes - as long as you can prove that YOU addressed it correctly according to the t&c AND that it was delivered. In any case, in my experience Phones4u (unlike cpw) are not in the business of deliberately avoiding paying cashback claims by dishonest means.

thommy

be very careful and get confirmation of where to send it - in some form of writing eg email, especially if they dont accept copies of bills. my wife and I had nothing but trouble getting our cashback from phones4u - it was nearly 1k between us. they tried every trick in the book to avoid paying us but we had every response to counter them. it took the letter of intent to sue their butts off to get a couple of cheques landing on our doorstop fairly sharpish - after they had wriggled for several months...
do not feel like cashback is a favour to you. remind them they are as equally obliged to fulfill the terms of their contract with you as you are with them....

thor

Using google earth the two postcodes are definitely not located in the same building. There is quite a distance between them.
The envelope has the postcode given in the t&c while my recorded delivery slip has a refernce to phones4u building at ST5 7RG. The big question is where on earth is the redemption centre? I have done a lot of searching but it is only p4u who claim it is situated at ST5 9JJ. Royal Mail's database saya otherwise.

mobilejunkie

It's not Royal Mail who pay your cashback. Send according to the t&c of Dialaphone and make sure it's received. The rest is down to them.

geranium72

I have sent a few claims to dial a phone and the address comes up at the post office as a bike shop! - It is fine and as long as you send to that address, and signed for, it gets there fine - i have never had any issue and they text and email pretty quickly to sya it ahs arrived

Resend to the correct (first) postcode and you will be fine

mobilejunkie

Why resend it anyway? First check on the Royal Mail website that it was delivered. that's the only one which matters, not the postcode checker etc! Unless I missed something, it hasn't even had a chance to get there yet!

thor

I can happily report that I got a text confirming that they got my claim.
My concern was even though I had addressed my letter to ST5 9JJ as required by Dialaphone's instructions, Royal Mail were going to deliver it to ST5 7RG. I had followed the t&c but with it possibly going to a different building I was worried that Dialaphone might turn around and say that the letter did not end up being delivered to the correct address. Thankfully this did not happen but I am pretty sure that the likes of e2save would have regarded this situation as a gift horse in the mouth and reneged on their obligation to cough up the cashback.

HugoSP

Dialaphone have alwayse been pretty good at paying cashback. We now have one Orange contract with them.

In the My Accounts section last year there was a change of address for their redemption centre. The notes specifically instructed to send to the new address, rather than the old one in the paperwork, but it added that claims sent to the old address would still be received and processed.

The key here is to always send via Recorded Delivery. On one occasion I contacted Dialaphone with a tracking number when they hadn't processed my claim. The confirmed they had received the letter but had obviously mislaid it in there offices. So they paid up. No fuss.

It does concern me when someone with a low post count comes on here and slates a company that aren't that well known for causing problems......

thommy

HugoSP wrote: »

Dialaphone have alwayse been pretty good at paying cashback. We now have one Orange contract with them.

In the My Accounts section last year there was a change of address for their redemption centre. The notes specifically instructed to send to the new address, rather than the old one in the paperwork, but it added that claims sent to the old address would still be received and processed.

The key here is to always send via Recorded Delivery. On one occasion I contacted Dialaphone with a tracking number when they hadn't processed my claim. The confirmed they had received the letter but had obviously mislaid it in there offices. So they paid up. No fuss.

It does concern me when someone with a low post count comes on here and slates a company that aren't that well known for causing problems......

Can you show me how I was 'slating', please? (I presume you mean me as no one else has a low post count-apologies if you don't) I am reporting a genuine experience. It caused my wife and I a lot of stress over nearly 1K. Isn't that giving someone an insight into what can happen with that respective company? If it can happen once....
It doesn't matter how many posts a person has - if you've only just joined, do you need to rack up a certain number of posts before your own individual experience (let alone opinion) becomes valid towards helping someone else?Isn't your comment a little patronising in that respect? Low post count = doesn't know what is talking about?


Anyway, good news for the OP. I am only too happy for the relevant company's cashback 'profile' to be reported back positively.