e2Save Problems Again..

Below is a perfect example of how incompetent this company is. Below is a recent email I sent and response received from E2Save.


The email below clearly states 6 calendar months from connection!!! This makes my first claim date after the 27th November which will be my November bill but you have advised me my claim date is October. This is clearly misleading, I am asking you again to confirm the correct claim dates.

Regards,

XXXXXXXXXXX

PLEASE READ THE ATTACHED EMAIL BELOW:

Dear Mr XXXXXXXXX

This e-mail contains IMPORTANT information of how to claim your line rental / cheque back reward as part of your recently placed order. Please read the redemption info below for a step by step guide to the procedure for claiming your gift.

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Your Unique Order Reference Number is XXXXXXXX

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REDEMPTION INFO (12 Months FREE by redemption):
YOUR CHOSEN PLAN – with our Special Offer!Offer Summary:

18-month contract with O2 'O2 600 min + 500 sms 18M' on a basic monthly line rental of £35.00 per month.

Our Offer:

12 Months FREE by redemption
Saving £420.00 (over 18-month period)

Effective average monthly rental - £11.67 (over 18-month period)

Please note: the above calculations are based on the basic line rental and do not include billing.

GETTING YOUR CASHBACK – it's really easy!
(But remember to follow the rules below)Your £420.00 cashback needs to be claimed by you in 5 stages as detailed below.

Claim 1 – Send in the bill dated 6 calendar months from the date of connection, you will receive £84.00 by cheque within 28 days.

i.e. If you purchased on the 1st April 2008, you need to send in a bill that is dated within September 2008, your claim window is 60 days from the date of that bill.

Claim 2 – Send in the bill dated 9 calendar months from the date of connection, you will receive £84.00 by cheque within 28 days.

Claim 3 – Send in the bill dated 12 calendar months from the date of connection, you will receive £84.00 by cheque within 28 days.

Claim 4 – Send in the bill dated 15 calendar months from the date of connection, you will receive £84.00 by cheque within 28 days.

Claim 5 – Send in the bill dated 18 calendar months from the date of connection, you will receive £84.00 by cheque within 28 days.

Each of the above claims must:

be received by us within 60 days of the date on the bill

Note: 6 calendar months from connection and the response from E2save below.

Dear XXXXXXX

Thank you for your E-mail to our Customer Support Team. I can confirm that your claim months are as follows:

Month 6: October 2008
Month 9: January 2009
Month 12: April 2009
Month 15: July 2009
Month 18: October 2009

You must send in the bill dated in the relevant month within 60 days of the bill date.

I hope that the information is useful, however should you have any further queries regarding this email please do not hesitate to contact us again either by email or telephone.

You may find that visiting our website https://www.mycashbackclaim.co.uk can answer most common questions about cashbacks including when and how to claim.

Kind regards

Customer Support Team


The phone was connected on the 26/05/08 making the 1st claim date around the 26th November but they are still confirming the incorrect claim dates. I will just stick to original T&Cs like I always have and claim in November. I will keep you posted.

AKA Mulerider

mobilejunkie wrote: »

I admire the detail, so in your case (since you at least do seem to have spent your own time making sure you understood it all first instead of coming on here and expecting others to do that for you, as many do!) I will try to advise.

Wow, thank you very much for your helpful answer!

I've sent off the letter before action yesterday
giving them 10 days to send me my cheque.

If they won't do so I'll commence legal proceedings.

Last question, the chap from OneStop Phone Shop on
the phone said in order to claim my 3rd installment
I have to send in the bill from 15 October 2008
(i.e. today). But that's a misleading and wrong
information, isn't it?

The T&C's I have are saying

Instalment 3 - You will need to claim 6 months from connection and you have 30 days from this date to submit your claim. Send us your claim form and monthly bill showing your name, address, mobile number and tariff you are connected to. (This bill must be no older than 28 days when we receive it and have no balance brought forward.)

I guess I stick to them - as I cannot prove what
this chap of OneStop Phone Shop told me.

i wonder if ben ward connected any of these with his dodgy deals lol

Nothing makes sense with them - until you realise that there's no such thing as "customer service"! As for your question's classification, I wouldn't worry about it - since they don't understand their own t&c it's highly improbable they'd understand "rhetorical", don't you think?

On the other hand, you're honoured - they may HAVE to sort YOUR problem out now they've publicly offered. I am sure you know there are hundreds if not thousands who are less fortunate! Lol!

I am 9 months into my second contract with e2save. The first one was a 12 month cashback offer and all was well, so I got an 18 month contract this time. I sent my first bill off 6 months in and found no problem. Yesterday I have received a letter saying that my claim for the 9th month has been rejected as I sent it too early. I have received nothing to tell me about the time frame that means I've sent it in too early. I sent my last claim in just as early, but I assume they must have moved the goal posts to catch me out. I sent my claim by recorded delivery on the 1st October, and have only just received the letter saying it was rejected yesterday. The date on the bill is for the 22nd September, I will only be able to send it off tomorrow, so I am pretty sure they will try and catch me out by saying that I sent the bill too late. I have no intentions of ringing their helpline as I have heard enough stories about them already. I still have my welcome pack I received when I first bought my phone and it mentions nothing about intervals for sending cashback claims.
The letter also claims I need to send details of other things such as the tariff I'm connected to (can they not get this from the bill?) and also show that the balance on my account has been paid up to date, how do I do this? I am very disappointed as I'd heard about problems with E2save but they've always been fine with me, seems strange to try and shaft me over as this is my second contract and I would probably have gone on to get another one with them after this.

I am thinking of sending my bill back with the relevant information, and if/when they reject it again, e-mailing their managing directors before 'going down the legal proceeding route'