e2Save Problems Again..

brooks_simon

Hi,

I have recently had my cashback form rejected from e2save as they are saying it is more than 28 days old, however, nowhere within their terms and conditions does it state this. The only thing it says is that bills must be received within 60 days of the billing date (which it was)

Can anyone point me in the direction of e2saves terms and conditions that point this out.

I have communicated with e2save regarding my cashback, which has been rejected for two other different things, both of which I have proved them wrong, now they are bringing this arguement up, it seems they are doing anything to not pay me my money.

Thanks in advance

Simon

M_Ryan

The e2Save cashback terms are as follows!

I HATE e2Save!!! they are such cowboys!
How do I claim my cashback?

Please select the appropriate option below.


Phone purchased on or after 1st April 2008.
For a 12 month contract:

For Gift value of £50 or less we require the bill you receive in your 6th and 8th month and to arrive with us within 60 days of the date stated on the monthly bill.

i.e. if you purchased on the 1st of 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.

For Gift value of £100 we require the bill you receive in your 6th, 8th and 10th month and to arrive with us within 60 days of the date stated on the monthly bill.

For Gift value over £100 we require the bill you receive in your 6th, 8th, 10th and 12th month and to arrive with us within 60 days of the date stated on the monthly bill. (we accept photocopies)

For an 18 month contract:

For Gift value of £50 or less we require the bill you receive in your 6th and 9th month and to arrive with us within 60 days of the date stated on the monthly bill.

i.e. if you purchased on the 1st of 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.

For Gift value of £100 we require the bill you receive in your 6th, 9th and 12th month and to arrive with us within 60 days of the date stated on the monthly bill.


For Gift value over £100 we require the bill you receive in your 6th, 9th, 12th, 15th and 18th month and to arrive with us within 60 days of the date stated on the monthly bill. (we accept photocopies)

Securely attach the appropriate cashback vouchers 1, 2, 3, 4 or 5. These cashback vouchers can be found in your Welcome Pack and send to the following address.

Cashback Claims
Admail ADM4118
Loughborough
LE11 1YX


Please be aware this address has recently changed however Royal mail will redirect all mail from previous addresses



Phone purchased before the 31st March 2008


You have 60 days from the date the claim period began to send in the latest bill.

- i.e If you connected on the 7th September the first claim is worked out by counting 6 calendar months from the date of connection.
- So the claim for month 6 begins the 7th March and lasts for 60 days. (this is worked out counting October, November, December, January, February, MARCH)

For a 12 month contract - (we accept photocopies)

For a Gift value of £50 or less we require your 6th and 8th monthly bill
For a Gift value over £100 we require your 6th, 8th, 10th and 12th monthly bill

For an 18 month contract - (we accept photocopies)

For a Gift value of £50 or less we require your 6th and 9th monthly bill
For a Gift value of £100 we require your 6th, 8th, 10th and 12th monthly bill
For a Gift value over £100 we require your 6th, 8th, 10th, 12th, 15th and 18th monthly bill


Securely attach the appropriate cashback vouchers 1, 2, 3, 4 or 5. These cashback vouchers can be found in your Welcome Pack and send to the following address.

Cashback Claims
Admail ADM4118
Loughborough
LE11 1YX


Please be aware this address has recently changed however Royal mail will redirect all mail from previous addresses


Hope this helps

Matt

M_Ryan

e2cs wrote: »

Simon

We are concerned about your comments you have made on this forum and would like to investigate these further and look into possibly resolving your problem. Please can you e-mail us at forumsupport@e2save.com and we will be happy to look into this further for you.

We aim to respond to any queries within 72 working hours.

Kind regards
e2save.com

Wow, there's a surprise! not!

Quentin

e2cs wrote: »

We are concerned about your comments you have made on this forum ......

This poster has not complied with the forum rules for company reps (despite being previously advised about this), and many of their posts have been deleted.

Forum users have posted many comments about e2save (which should have given them concern) in the e2s problems thread, and a number of direct questions to you regarding e2save's attitude regarding cashback payments (non-payments??). These have been ignored.

eg:

A couple of questions from posts regularly made in these threads:

1) Why do e2save force their customers into legal action to get their cashback?

2) And why do their solicitors enter the generic defence against any court action that the cpw group deny owing the customer anything at all when at the same time as this you are entering into negotiations with the customer to settle out of court?

brooks_simon

e2cs wrote: »

Simon

We are concerned about your comments you have made on this forum and would like to investigate these further and look into possibly resolving your problem. Please can you e-mail us at [EMAIL="forumsupport@e2save.com"]forumsupport@e2save.com[/EMAIL] and we will be happy to look into this further for you.

We aim to respond to any queries within 72 working hours.

Kind regards
e2save.com

Hi,

I have forwarded all my communication between myself and e2save.com to your email address from sb1mpo, I have also posted the most recent comment below for everyone else, it seems that this issue may have been resolved.

However for the benefit of everyone else please see below the main points:

I emailed e2save saying my cashback had not been sent to me. They say they had not received it (i did send it normal post). This was the second time I had a problem claiming a cashback this year.

So I sent a letter to their head office, car phone warehouse head office and the two addreses listed for cashback claims along with another copy of my bill and a cashback claim form.

I recived a letter through the post thanking me for my letter and saying they had not received it recorded delivery (however they did receive it with my complaint letter, hmmm....).

I emailed customer support and recieved basically what the letter said.

I pointed out that e2save 'recommend' and 'advise' bills are sent recorded delivery but obviously do not insist on this.

Suddenley i was told that they had received the bill with the complaint letter but lo and behold - another problem.....the claim was out of the claim period. However my account shows that my claim period does not end until 5th October - hence they received my bill and claim form before the end of the claim period.

I emailed this in response and was told basically okay your bill was in the claim period but now there was another problem... the bill should not be more than 28 days old. However after scouring the internet for e2save's terms and conditions i found the below:

Pre 1st April 2008

• 
  Customers cannot move to a lower tariff during this minimum term (see network terms and conditions). Moving to a higher tariff at any time during the minimum term does not invalidate the cashback offer.
• 
  We reserve the right to withhold any cashback payment(s) if we believe the account to be of a fraudulent nature.
• 
  Should the service agreement be suspended or disconnected for any reason then we reserve the right to withhold any payments due.
• 
  All monthly bills should be received within 60 days from the claim date.
• 
  If the monthly bills sent are not for the same account and in the same name as the one eligible for the cashback we reserve the right to withhold any cashback payment.
• 
  If the account is not paid up to date we reserve the right to withhold any cashback payment.
• 
  We give notice that we cannot be held responsible for lost items or claims that arrive outside of the qualifying period so we urge our customers to send their claims via recorded delivery.
  
  Please allow up to 30 days for the cheque to be delivered.

My phone was purchased before the 1st April 2008 so these cashback terms and conditions must legally apply. Is it me or can nobody else find anywhere above where it states bills must not be more than 28 days old.

However I have another bill that is within the claim period (and have been advised that this bill will be accepted, see below email),However within this email :

"The claim information is shown in the welcome Pack that was sent with your phone as these were the current terms for the deal that you took with us."

I am now being told that the terms and conditions that are on the site for phones purchased before 1st April do not apply to my phone and should revert to the terms that were sent with my package. I think terms and conditions displayed should be a bit more defined and maybe should display terms and conditions for particular deals and dates.

However (again), this issue now seems to be sorted as per the below email but I am still as to recieve any response as to where it states bills must not be more than 28 days old. Surely they have a copy of my terms and conditions on file that they sent me so they could revert back to them in the future (but if they did, surely these t&c would have been quoted to me in the email).

So which T&C do I follow, the ones on the website or the ones sent to me that they obviously dont have a copy of.

Dear Mr Brooks

Thank you for your reply email to our Customer Support Team. The online bill you have sent does show all of the information needed so would be acceptable to send to claim. The claim information is shown in the welcome Pack that was sent with your phone as these were the current terms for the deal that you took with us.

Should you have any further queries regarding the information in this email, please do not hesitate to contact our Customer Service Team on 0871 522 3400 or for Cashback queries contact 0871 522 3403 and we will be happy to help you.

Kind Regards,

**** *******
Customer Support Team
e2save

I am now happy that this situation has been resolved.

Thanks and sorry for a long message.

brooks_simon

Please read the emails from bottom to top:



This is just a bit of background of the emails I have:



From: ***********
To: [EMAIL="customer.support@e2save.com"]customer.support@e2save.com[/EMAIL]
Subject: RE: **********
Date: Wed, 1 Oct 2008 16:45:57 +0000

Not a problem, I have just got back from the post office now, the bill is on its way to you along with a copy of all the communication.



However I could not find where on your site it states that bills must not be older than 28 days (if it does then I am completely sorry), I tried looking in the cash back terms and conditions page:

http://media.secure-mobiles.com/info/www/popups/supportPop.php?id=275

Should I be looking some where else?

Please advise.

Simon Brooks








From: [EMAIL="customer.support@e2save.com"]customer.support@e2save.com[/EMAIL]
To: ***********
Subject: RE: **********
Date: Wed, 1 Oct 2008 17:21:33 +0100



Dear Mr Brooks

Thank you for your reply email to our Customer Support Team. The month 12 claim is valid from the 7th August for 60 days. During the claim period we need to receive your latest bill that is no older than 28 days old. Your complaint letter was received on the 23rd September with a bill dated the 10th August and therefore that bill could not be used to claim.

Please resend a valid claim with your most recent bill to us by the 5th October. During the claim periods we need to receive your latest mobile bill showing your name, address, phone number, tariff, the date of the bill and that it the bill is paid up to date. The bill we receive must not be over 28 days old, a bill older than this would be rejected. We recommend that claims are sent recorded post to Cashback Claims, Admail ADM4118, Loughborough, LE11 1YX.

I apologise for any inconvenience that this causes.

Should you have any further queries regarding the information in this email, please do not hesitate to contact our Customer Service Team on 0871 522 3400 or for Cashback queries contact 0871 522 3403 and we will be happy to help you.

Kind Regards,


**** *******
Customer Support Team
e2save

From: **********
Sent: 01 October 2008 16:17
To: Customer Support
Subject: RE: **********



Thank you for the information.

However the letter that I sent to you (and the other 3 addressees) complaining that I had not received my cash back, that was sent with a new bill and a new cash back form, WAS sent within the claim period. I know this reached you as I received a letter from yourselves, thanking me for my letter and asking me for my recorded delivery reference number.

*E2save will not be held responsible for claims sent normal post that do NOT reach our Cashback Team as our literature recommends our customer’s to send their documents recorded delivery. *

As stated in the terms and conditions, customers are ADVISED to send letters recorded delivery and RECOMMENDS it also.



However my complaint letter was sent via normal post and DID reach you (as stated above) within the specified time (see below), this should in theory then be honoured. This had enclosed a new copy of the bill, a new cash back voucher and my complaint letter, I attach again this letter I sent.Cashback Breakdown

Offer Breakdown

You Get

Send month 6 claim between 7th Feb 2008 and 6th Apr 2008
£49.77

Send month 8 claim between 7th Apr 2008 and 5th Jun 2008
£49.77

Send month 10 claim between 7th Jun 2008 and 5th Aug 2008
£49.77

Send month 12 claim between 7th Aug 2008 and 5th Oct 2008
£49.77


Taken from my account details within e2save.com.

Please explain why it says I can send my 12 month claim between the 7th Aug 2008 and the 5th Oct 2008 and yet your telling me I am out of the claim period.

Also:

·All monthly bills should be received within 60 days from the date on the monthly ·bill.

It is still only 52 days since the date on the monthly bill (10 Aug 2008).If you wish I can send another copy of this bill and cash back voucher to you recorded delivery and still get it to you within the specified time limit of this Sunday.Please can you advise me further.Thanks

Simon Brooks

_______________________________
From: [EMAIL="customer.support@e2save.com"]customer.support@e2save.com[/EMAIL]
To: **********
Subject: RE: **********
Date: Wed, 1 Oct 2008 14:05:59 +0100

Dear Mr Brooks

Thank you for your recent email to our customer support team.

As previously advised we have no record of receiving your month 12 claim. Your terms and conditions do advise that we recommend that claims are sent via recorded delivery.

I have NOT sent my claim recorded delivery- what should I do?

If you have not sent your claim in recorded delivery, unfortunately, our Customer Support Team or Cashback Team are unable to locate or confirm your claim has been signed for.

E2savewill not be held responsible for claims sent normal post that do NOT reach our Cashback Team as our literature recommends our customer’s to send their documents recorded delivery. *

The claim period has now expired for your month 12 claim, therefore we will not be able to honour this claim

Although I appreciate that you feel that this claim is due to you as part of your original contract, I must advise that there are strict guidelines that must be met in order for your claim to be honoured and in this circumstance these guidelines have not been met.

I appreciate this is not the decision you were looking for and I apologise that we cannot offer any flexibility with the cashback terms.

Should you have any further queries regarding your original purchase or any aspect of the One Stop Phone Shop service, please do not hesitate to contact our Customer Service Team on 0871 522 3401 or for Cashback queries contact 0871 522 3404 and we will be happy to help you.Kind regards


***********
Customer Support Team

mobilejunkie

We both know why and their only real motives for sticking their heads up on here. The number of people suing them is multiplying from what I can gather - and with good reason. It's pointless talking to them unless you're one of the rare people honmoured with their "help" on these forums (albeit just a sham to show they are "gnuine"). Get your case together and sue; it takes a while but eventually they get the message and DO communicate, kicking and screaming and at greater cost to them.

TREVORCOLMAN

Mr Brooks you are honoured - A written reply from CPW ! I am looking forward to seeing them in Court and claiming my £50 for time off work + taxi fares!

mobilejunkie

I get replies; it's just that they are written by imbeciles.

TREVORCOLMAN

I have never had one - mind you I have had lots of money from my MCOLs!

:j

brooks_simon

I appreciate this is a long post, but it basically shows my frustration with e2save.com and how everytime I show I am right, something else is found to be wrong and could jeopardise my claim.

Like I said before this claim has hopefully been solved as a bill is winging its way to them via special delivery for tomorrows post (within the claim period and a new bill less than the supoosed 28 day rule).

Thanks for your time.

Simon