Oh Dear Phonebox Direct Are Doing The Dirty On Me

bindiboo

I have always had faith in PBD as I know that they are slow in issuing the cashback cheque but they are trying to do the dirty on me.

Well I am currectly on my second contract with them but it is my last claim for my previous contract that they are trying to wiggly out from paying.

I have always sent the correct paperwork, well within the timelimit by recorded delivery, in fact I was a model customer which to them I was a hinderance because I didnt mess up my claims so they HAD to pay up.

Anyway my contract started 9th April 2006 and ended 8th April 2007 (midnight) The network was three and I negiotiated a new deal with 3 directly which commenced on 9th April 2007 (1 min past midnight)

The bill I sent with my claim paperwork, was a double bill. ( ie for 2 months, 1 old tariff and 1 month new tariff.)

It clearly shows the tariff that I was on previously which was tt700 and the new one tt600. It clearly shows the dates too.

Anyway, I sent it off like a good little girl, they confirm receipt and that my claim had been added onto the system. I then get the normal your claim is being assessed and you cheque will be with you within 28 days blah blah blah.

I chase up my cheque after 28 days (as usual) and get a email

"Dear Mrs. xxxxxx

Your paperwork was passed to us to write out your 5th claim cheque. I am happy to say that your cheque will be sent out in the next 10 working days.

Kind Regards

Phonebox Direct"

after 10 working days and no cheque I chase it up once again. They then sent me an email.

"5th claim - at final checking this claim has been refused due to the change of tariff details from Talk & Text 700 and Talk & Text 600.

We are sorry to advise that as we did not receive a complete bill for this claim, this final claim is now void. A letter confirming this has also been issued.Kind regards. Mobile Media Systems"

Now I have always sent the correct bill with my claim which shows the tariff and the one I sent them for my 5th showed both.

I email them back explaining the change of tariff was effective after the end of my tt700 contract, etc.

they reply that they are assessing my claim. Then the letter arrives. I sent them an email back.

"Hello, I am contacting with reference to the letter received this morning dated the 2/7/07.

In this letter you quote the reason for refusing to pay my final cashback claim as "Your ability to qualify for a redemption offer is dependant upon your agreement to remain on the tariff selected on your chosen network and honour the monthly charges to the network"

You then go on to state that I have broken these conditions and that it invalidates my claim.

I would like to point out the following.

1. MY CONTRACT WAS FOR 12 MONTHS ONLY. THIS CONTRACT STARTED ON THE 9TH APRIL 2006 AND RAN TO THE 8TH APRIL 2007 AND ENDED AT MIDNIGHT. (TT700)

2. I HAVE HONOURED 12 MONTHS MONTHLY CHARGES TO THE NETWORK FROM APRIL 2006 TO APRIL 2007.

3. I HAVE AGREED A NEW 12 MONTHS CONTRACT WITH THE NETWORK DIRECTLY WHICH COMMENCED ON 9TH APRIL 2007 AT 0.01AM. THIS NEW CONTRACT WAS FOR THE TT600 TARIFF.

4. THE LAST BILL I SENT YOU CLEARLY SHOWS THAT I HAVE PAID THE 12 MONTH CHARGES UP TO THE 8TH APRIL 2007 (MIDNIGHT). IT ALSO SHOWS THAT I HAVE BEEN CHARGED AND THAT I HAVE ALSO PAID THE FIRST MONTHS CHARGES FOR THE NEW CONTRACT.

I would appreciate your speedy response to this matter. "


:mad::mad:

FLIPPING NORA>>>>>>>are you lot still with me?

their reply to my email was

5th claim

For your final claim you presented the bill that advises us you have changed tariff we can only assess the paperwork received from the information provided.


I reply

Hello,

I am contacting you once again about my final claim for PBD xxxxx. On the bill that I supplied you with it CLEARLY states the tariff as tt700 applicable for the claim. The change of tariff to tt600 is applicable after the date of claim. This information is quite clear to see on the bill. However for your ease I have attached a screen shot of my bill with this information highlighted.

As I have stated before, the claim refers to my final month connection which is midnight the 8th of April 2007.

My new tariff and contract begins 1 minute past midnight on the 9th April 2007.

I will be contacting trading standards as a matter of nessecatiy as I feel that you are trying to get out of honouring the final cashback.

Please respond immediately


I havent hear from them yet and on Friday I got a confirmation of the dates the tariff changed as I requested from "3".

Dear Mrs xxxxxx
>>
>>Thanks for your email regarding your Price Plan change dates. As
>>requested, Iâ?Tm responding in writing to you.
>>
>>Your old tariff, 'Talk and Text 700' was disconnected on 8 April 2007 and
>>your new tariff 'Talk and Text 600' was activated on 9 April 2007.
>>


I have forwarded this on to them but still waiting.....

I feel really let down by them and cant beleive I have even stuck up for them on thsi forum. The most stupid thing is that I have took another cashback deal with them, so did my hubby and sister in law.


Any advise guys... REESSIT any advise from you?

thesaint

Send them a letter before (court) action and then take them to court if they refuse to pay up.

bindiboo

bump.................

the_tired_one

SO let me get this straight...

1) Your 12 month free deal ended after 12 months.

2) In the meantime you renewed the contract (slightly different tarrif from 1st deal)

3) Submitted your final bill (CB # 5) - which they rejected!

Basically are they saying that you are about 1 minute out or something???

Alfie_E

bindiboo wrote: »

bump.................

I’m not sure that your own words are particularly helping you. Midnight 8 April could refer to a time twenty four hours before the start of 9 April. If you mean the midnight of April 8th going into the 9th, it’s better to say 00:00 9 April 2007.

The idea that there is any gap between the two contracts is ridiculous. There would have been a seamless transition, at a specific instant in time. It had to be seamless as you could have been in the middle of making a call. What exactly does your bill say? If you were to say you were disconnect from your old tariff, would it have been at 24:00 8 April, with the new one starting at 00:00 9 April? 24:00 8 April and 00:00 9 April are one and the same instant in time.

However, all this seems to be irrelevant. Looking at the PhoneboxDirect Terms & Conditions, they say the following.

Instalment 5: - Send us the claim form and original monthly bill showing your name, address, mobile number and tariff you are connected on, dated 360 days (12 months) after connection.

Read strictly, they require the bill that shows what your details were, including tariff, 360 days after the initial connection. 360 days on from 9 April 2006 is 4 April 2007. You were clearly on Talk & Text 700, on 4 April 2007.

mobilejunkie

This company appears to be totally going in the same direction; maybe it's a fan of The Mobile Outlet and Phones2UDirect. Don't accept any nonsense; letter before action with 7 days to comply, then sue, plus costs and interest.

bindiboo

a result maybe..................

Got this email this morning

Dear Mrs xxxxxx

PBD xxxxx 5th claim

From the information provided we have reassessed your 5th claim and confirm
this is being forwarded for processing and a cheque should be issued
shortly.

Regards

Mobile Media Systems

wonder how many days I have got to wait now for my cheque????

rustynash

good luck with this, but judging from their previous escapades with non-cheque sending to you, i wouldnt be smiling til i was walking to the bank with said cheque

atleast you know youre in the right!

bindiboo

did you know that they have the same t & c as carphone warehouse.


they have emailed me twice to say cheque on its way.

mobilejunkie

Keep up! I've know that since cpw stole them two months ago and so have most people who actually read the t&c properly! In fact, they are now NOT the same - perhaps you missed the recent changes?? If so, I strongly suggest you take a VERY careful look!!

bindiboo

well that was my hand truely smacked wasnt it, OUCH!!
btw I didnt make an error with my last claim hence why PBD is paying up, thanks for pointin this out though