Phones4u cashback issues!

Deeo1980

Hi all,

In June 2010 my wife and I each ordered a 24 month Vodafone contract through Phones4u with cashback deals at certain intervals. Everything was going well with the cashback until the latest claims were sent in May 2011. My wife received her cheque a couple of weeks later while mine didn't arrive. I emailed phones4u and they asked for all my details, which could all be provided except for the order number as I must have thrown out any ref to it. I waited a few weeks but with no reply. I then contacted them again through live chat and again gave them all my details, but without the order number. I now have been subsequently been told that they cannot find my account information without my order number! (convenient). So now without this order number I cannot claim any more cashback as because the last wasn't processed, the next claim form will not be issued! I am wondering if anyone else has experienced anything similar and if/how it was resolved.

Thanks
Deeo1980

Silk

Deeo1980 wrote: »

Hi all,

In June 2010 my wife and I each ordered a 24 month Vodafone contract through Phones4u with cashback deals at certain intervals. Everything was going well with the cashback until the latest claims were sent in May 2011. My wife received her cheque a couple of weeks later while mine didn't arrive. I emailed phones4u and they asked for all my details, which could all be provided except for the order number as I must have thrown out any ref to it. I waited a few weeks but with no reply. I then contacted them again through live chat and again gave them all my details, but without the order number. I now have been subsequently been told that they cannot find my account information without my order number! (convenient). So now without this order number I cannot claim any more cashback as because the last wasn't processed, the next claim form will not be issued! I am wondering if anyone else has experienced anything similar and if/how it was resolved.

Thanks
Deeo1980

Thats illegal ...they cannot stop you claiming subsequent cashback's because one was missed

grumbler

8. You must provide Phones 4u the duly completed paperwork as specified in the 'How to claim' section of the claim form within 60 days of valid claim date.

What exactly is specified in this form?
Depending on this you can or cannot go via a small claims court route.

Deeo1980

The form has customer name and address, mobile number and valid claim date. It has a 'how to claim' section and a return address that you send the form along with your latest network bill. It contains no information that I did not supply their customer services with. They claim not to be able to find my account without the original order number! To me, they are trying to get out of fulfilling the cashback part of the deal.

Guys_Dad

Can your network help? They must have a record of who signed you up.

grumbler

Deeo1980 wrote: »

The form has customer name and address, mobile number and valid claim date. It has a 'how to claim' section and a return address that you send the form along with your latest network bill. It contains no information that I did not supply their customer services with. They claim not to be able to find my account without the original order number! To me, they are trying to get out of fulfilling the cashback part of the deal.

If you have a proof of the deal with p4u just take them to the small claims court (online). Search the board for LBA (Letter Before Action).

OneADay

Unless something has changed recently, I do not think Phones4u require any redemption form to be sent for cashback claims.

From my experience it requires the right bill to be sent to them at the address on their site - one which I have been using is

Redemption Claim Centre Phones 4u. Swift House Liverpool Road (A34) Newcastle-Under-Lyme Staffordshire ST5 9JJ

For a 24 month contract - I think they will need bills at month 9, 12, 15 and 18.



So for example the 9th bill dated say 12th JUNE would need to be sent to them within 60 days between 12th JULY and 12th SEPTEMBER.

Unless things have changed, they only need the billl to be sent to them.

I don't understand why they cannot trace the order number using the personal details of the account holder.
Maybe try talking again to them through this email address talktous @ phones4u.co.uk

http://support.phones4u.co.uk/pe/elementDisplayRedirect.jsp?elementID=10100193

And if OP has still got their old emails, the order number should be on the email received from phones4u at time of ordering.

mobilejunkie

Nothing has changed; you always DID need a claim form for this dealer and still do:-

"8. You must provide Phones 4u the duly completed paperwork as specified in the 'How to claim' section of the claim form within 60 days of valid claim date."

Deeo1980

Hi all,

Just got everything resolved, albeit in a roundabout way. No-one at phones4u could find my account when searching for it regarding the chequeback claim. So I rang them to get a copy of my contract to send to me as I'd lost the original, and hey presto, they found it!!!! Now armed with my order number I was able to get a very helpful lady to post me my last cheque and added on to my acc that I now have no claim forms so all I've to do is email a network bill at the correct claim date to receive cashback! Problem solved. :T