Virgin sim only 6 month cashback offer. Having problems?

Ok - I'll start then

Three members of my household took this deal out at the end of April. The first bill was received at the start of May. The various emails clearly say to send in your 3rd and 6th monthly bills.

To this end, a few days after the 3rd bills arrived in July they were dispatched by recorded delivery and text messages to say they would be dealt with received a few days later.

On Saturday we received 3 letters stating that the claims had been outside of the claim period and were therefore rejected.

If the rejection was due to time periods, then I have proof they were sent within the 30 days (in any case, a July dated bill, and a rejection letter dated 1st August would imply this as well).

If the rejection is really because, as has been suggested, they actually wanted the 2nd bill (saying that the 3rd month's bill is June because the SIM was ordered in April), then we have all been mislead by the wording of the emails, original offer, etc. and I would be willing to challenge this in a court of law as I have already said in my fax on Saturday sent to e2save.

I am not the only one in this exact same boat.

Yes it happened to me as well.

I followed the instructions to the letter and posted my third bill in plenty of time. Shortly afterwards I received a text confirming receipt, I have always believed that offers like this are too good to be true so this reassured me a little.

I thought great...things must be ok. The only thing they could have said to stop me getting the cash back was that I had been late, but as they had texted me this could not be the case. I waited patiently with my face in shape for the cheque to drop in my mat.

When I received the refusal letter saying that I had not complied with the terms of the offer because I had sent the wrong bill, I was outraged. I rang the number on the letter and explained this to the gent on the other end. He noted down what I had to say and asked me to fax in the bill that I had already sent in previously, which I did. I was surprised when he asked me to give him the reference off the recorded delivery receipt as well because they had already admitted receiving the bill. He also said that he could not promise anything but he would pass it on and I should hear something in a couple of weeks.

I am waiting to hear from them as I write.

I did plan to take Gregg (name they use to send marketing emails out ) up on his offer of a shiny new phone on 12 months contract with 12 months free. I probably won't bother now.

I suppose we will have to make our own minds up as to whether this is a mistake or not. I find it difficult to see how it can be though.


Wayne

Please could you "spell" out what you mean when you ask for the "3rd monthly bill".

Do you mean the third physical bill received or the bill that arrives in month 3 (irrespective of when the first bill arrives)

eg - Sim connected in late April

First bill comes in May

Second bill comes in June

Third bill comes in July

Which bill are you after?

E2save_Customer_Service wrote: »

After feedback from our customers we recognise the words “3rd bill” and 6th bill” in our acknowledgment email is causing confusion and in a few cases causing the claim to reject due to “a late bill”.

If you have submitted a claim for the “Virgin sim only 6 month cashback offer” and your claim has been rejected as a late bill please call our cashback team on 0871 522 3403 where one of the team will manually check your claim.

Kind regards

Eleanor
E2save

It sounds like the wording is deliberately confusing to avoid paying claims!

Why should customers have to ring a rip-off 0871 number?

You have had the opportunity to explain exactly what is required, so why haven't you?

:rolleyes: