Fonehouse refuse to cancel my mum's phone contract

Agent_AJ

Hi

I need help here on how to make fonehouse pay for their S&*t service. Mymum got a call from some person named Ben from fonehouse sales team. They upgrade her contract, which the deal was not good when she told me about it. Atthe time I was thinking that it was T-mobile that had sold her the contractbecause her itemised billing come under T-mobile and her direct debit says T-mobile.

Therefore, I called up T-mobile and went to the cancellation department toget my mum her PAC code. They told me that we had to pay an exit contract fee of £99. I asked them why that as it not been over 14 days (that what Ben toldmy mum how many days she could cancel her contract).

The reason was that she had renewed her contract under Fonehouse and thatshe has to pay. By then we was really pi%£ed and told them we will do that. Therefore,my mum call Ben from Fonehouse around the 17th of December and told him over thephone CAN YOU CANCEL MY CONTRACT SO I CAN GET MY PAC CODE FROM T-MOBILE. Apparently this was done and my mum was happy again.

Today 2nd of January 2013 we call t-mobile again to get the PAC code and youguess it they said the same thing as last time that Fonehouse has not cancelyou phone contract and you are still signed with from the 10th of December andyou will have to pay the exit fee.

I this close to going to Ofcom I believe ( correct me if I wrong ) to make a formal complaint about this company but before I do that it will be really appreciativethat if anyone can give me advise on how to put this company to shame.

grumbler

I don't know who regulates Fonehouse, but the general rule is very simple.
Never ever believe to anything such companies tell you over a phone. Either record the conversation or demand a confirmation by mail/email and don't relax until you get it.

BTW, what I see on their website is:

What happens if I want to cancel?
Please note that if you decide to return the mobile phone package, the following conditions apply: We must receive the phone within our 7-day piece of mind guarantee period. The complete package must be returned to fonehouse including all the accessories.

http://www.fonehouse.co.uk/helpcenter
- yet another proof of what lairs all they are.

And if your mother started using the new phone on the new contract she almost certainly lost her rights under the DSR.

Agent_AJ

Thank for replying in regards to the contract it was renew so shehad to do nothing on her side. e.g. put a new sim card in or got anew handset. so I still hoping that the DSR will still stand.

grumbler

DSR say 7 working days, not 14. And if it's service you have to not start using it.