Rob, can you advise please. My daughter got a contract withe2save/Carphone Warehouse via Phone Spot. The pack she received from Carphone Warehouse included a leaflet 'Your Offer Explained' which lists the dates she needed to send in her cash back vouchers-3, 5, 7, 9 and 12 months. She sent her first claim and when she did not hear anything, she phoned Carphone Warehouse. My daughter was then informed that she had sent the claim in at the wrong time. Looking at the confirmation email from The Phone Spot again, it directs her to send her bills in at 4, 6, 8, 10 and12 months but my daughter had also received an email from Carphone Warehouse adivising her that

If your offer included cashback it will be clearly marked on your 
sales invoice & offer explained that was sent out with your phone.
1. Check the claim time periods on 'your offer explained' or by 
logging on to www.mycashbackclaim.co.uk. (You will need to click the 
icon for the company you purchased from to access the log on page)
2. Take your most recent airtime bill , this can be no older than 28 
days at the time of claiming, and attach this to the completed 
cashback claim voucher.
3. Send to us by recorded delivery so that you have a record in case 
it gets lost.
4. Provided all the guidelines are followed you will receive your 
cheque within 21 days of us validating your claim.

Checking the link mentioned above, the information directed customers to send the cash backs to a different address 

and also that a 5 part redemption is for an 18month contract. Well, my daughter has a 5 part BUT 12 month contract. 

The available information is contradictory and it is reasonable for my daughter to follow the directions received with the 

phone. The adviser she spoke to said that she should have known that the vouchers were incorrect. Why send the 

wrong vouchers to customers in the first place? Also my daughter's been told that she cannot made further claims as

claiming in the wrong period the first time had nullified the whole cash back process and she is not entitled to it anymore.

This is just unbelievable!! 

The adviser claimed that a letter was sent to my daughter adivsing her that she had claimed at the wrong time but this 

was not received. 

The reason my daughter took out a contract with Carphone Warehouse was because my other daughter has had no 

problems with hers.

Thank you for your help.