Phonebox Direct - Complain! Phone Numbers To Call Here

Ed1_2

I would advise anyone against using PhoneBox Direct. They are a dirty, underhand company who will dream up and employ any devious tactics they can to avoid paying out the cashback owed. I know this is how they make their money but it is deceitful, and wrong.

Anyone who has used them and been stung (like me) should complain by calling Ofcom, the industry regulator on 020 7981 3040. If enough complaints come in then an inquiry will be lauched into the company and the way it does business.

They will also refer you to Trading Standards who will also look at the case. Their number is 08454 040506 although you can also get thru on 01438 737460.

I strongly urge you ALL to call this number and please complain so we can put a stop to their practices!!

JAYMARSH2005

I agree that if all the terms and conditions are followed that they have requested have been followed and cashback claims have not come through to go down that road, but if you do make mistakes and they do not honour the cashback then there is very little that can be done. I dont work for the company in any way but if terms and conditions are not followed then unfortunately they are within there rights not to honour cashback. I dont know the orginal posts details of there cashback problem but you have been warned, cashback can be tricky but it is your choice and many people on this forum will give you advice on companys before you take out the contracts and if in doubt ask on here as you will get a fast response.

KB007

I am afraid I have to agree. I have also been stung by this company.

My first claim was supposedly incomplete. I argued this with them and finally managed to receive my first payment, after sending in further bills, etc - which was completely unnecessary and cost me a further 6 pounds to post registered.

My second claim was sent by normal post - my mistake - and not very surprisingly this has "never been received" by then. Yet my third claim has been received, but is obviously invalid, because my second claim wasn't received. This is clearly a very easy thing to say - we haven't received it.

I question their processing and wonder if staff are legitimately processing these claims under management rules to avoid payment of cashback to clients. How else do they make their money?

I have made a formal complaint with the organisation - which I don't hold much hope of a fruitful outcome. I will also phone OFCOM and Trading Standards - if this company is out to sting as many people as it can - they should be investigated to ensure that they process claims "completely" legitimately irrespective of how the claim was posted.

All they are doing is putting the blame on the Royal Mail service - which is very easy to do!

The_Mobile_Insider

ED1 , I dont think its right or clever to come on a forum and have a go at a company without stating your case clearly.

I know the company very well and they do everything they can to pay the cashback, they are the only company I know in the industry that tells customers the claim is wrong and then give them 10 days to put it right. Other companies would never do this!!

The problem tends to be with people getting it wrong.

FF99

Let me put the contrary view.

I took out 2 contracts with PBD on Tuesday, only to find that I would only get one bill as both contracts are on the same account. Anticipating dfficulties with the requirement to supply original bills on both accounts, I rang to check how this would work. I was told that there was no problem and that irrespective of the T&Cs, they would accept a copy bill for 1 account.

I was sceptical and sent them an email yesterday explaining what I had been told and asking for their written confirmation that the information was correct. This afternoon, I received a literate and clearly worded email which expressly confirmed what I had been told and actually pointing out to me that I had the phone numbers allocated to the two orders the wrong way round (thus avoiding later issues).

I rate this as customer service far beyond the normal and thus far have no reason to complain.

I do believe that there are a very high proprtion of moaners who have got to where they are by accepting terms which they either do not understand or unwilling or unable to comply with. They have nobody to blame but themselves.

Ed1_2

Apologies for the delay as I have been away and unable to reply.

Jackdoor, I did follow their rules to the letter sending 2 lots of separate bills and claim forms promptly on the same days they arrived, except (crucially) i didn't send them rec delivery. I sent them first class post.

Of course they are trying to say that they didn't arrive! Now I can't speak for you but when was the last time you sent 2 separte items, first class and they BOTH failed to arrive? I suspect never. I know the occaissional item does get lost in the post, but this has never, ever happenned to me before and for two items to go 'missing' one after the other is a complete farce, exposing PBD as being underhand and devious in my eyes. I have sent a letter of complaint and re-sent the bills (which i had previously photocopied and dated) but to no avail as they said it was past the time limit. They clearly bin everything that does not arrive by recorded delivery. Please tell me if you think this is right and above board? If so I don't know why you're even here.

That's why I disagree with their methods and complained. I am just trying to help others who may have had problems and may wish to do the same. This is a consumer revenge site after all! I did not detail all this in the title post as i've already done it elsewhere and wanted to cut a long story short.

Mobile insider, Do you work for this company? If you read the above you will realise that they neither contacted me or gave me the chance to put it right, even though i tried my best.

FF99, sounds like you've had good customer service so far. Please let me know if this continues once you try to claim. I hope so. I have heard that their payout times are getting longer and longer.

If you read other parts of these forums there are clearly many people out there who are very unhappy with the service they received- even though they may have followed all the rules. Why should we put up with it? I'm just giving people the option to complain legitimately. If you don't want to then don't!

Regards, Ed

gtz101

Ed1 wrote: »

Of course they are trying to say that they didn't arrive! Now I can't speak for you but when was the last time you sent 2 separte items, first class and they BOTH failed to arrive? I suspect never. I know the occaissional item does get lost in the post, but this has never, ever happenned to me before and for two items to go 'missing' one after the other is a complete farce, exposing PBD as being underhand and devious in my eyes. I have sent a letter of complaint and re-sent the bills (which i had previously photocopied and dated) but to no avail as they said it was past the time limit. They clearly bin everything that does not arrive by recorded delivery. Please tell me if you think this is right and above board? If so I don't know why you're even here.

Many retailers use this dirty trick. They will find every excuse in the book but yes you are right, they probably binned it. You just can not trust or believe them when they say "lost in post", twice...... its rubbish and total BS!

gtz101

jackdoor wrote: »

Follow their instructions to the letter, send by RD and all will be fine.

Maybe you haven't read many threads on here or on the net but you need to understand that there are plenty of people who have followed the rules by their so called T&Cs but still never received anything. Read up!

Its true some don't follow it but even those that do still get nothing!

mobilejunkie

I absolutely agree with Jackdoor. Almost universally those who shout "scam" DIDN'T follow the t&c when they had no back-up plan. I am confident enough to have taken out 2 contracts with Mobile Affiliates and aiming for more. I know the rules of the game so am not particularly conerned. If anyone thinks they are bad, just take a look at The Mobile Outlet and Phones2uDirect plus one or two others!

horfsby1984

I too would have agreed with jackdoor etc. but now I can not. I sent my letter recorded delivery and to cut a long story short when I phoned them up quoting the rd. number and they said that the bill wasn't sent-when I got the sig. from Royal mail, phonebox denied that they got the bill but said they got the letter.-what can I do now?

mobilejunkie

Easy. Letter before action, then sue. And when you do go for all the reasmining contract since they will have denied you the rest by denying this one.