OSPS/e2Save cashback problem

Mouro_81

Hi there

I am on my 7th contract with OneStopPhoneShop (OSPS) and, so far, the cashback claiming has been a “relatively” trouble free process...
...until now!!!

Basically, I started a contract on the 26th of June 2008, with cashback claims to be made on months 6, 8, 10 & 12. So, I’ve made my claims for month 6, 8 & 10, but when I recently called them to confirm if they had received my latest claim, I realised that they had assigned my m6 claim to their m8, my m8 to their m10 and my m10 to their m12! Therefore, I am now unable to make my m12 claim because according to them it has already been made and I missed the m6!

I have tried calling a few times already, each time hoping to speak with someone nicer and more helpful, but I had no luck! They are allegating that I since I connected on the 26th of June that counts as month 1 (even though my first bill was on the 1st of July) and for my month 6 claim I should have sent the November bill.

So, I went and re-read the booklet they sent with the phone, and here are some sentences from it regarding the cashback claims:
- “For example ‘£25 cashback m3’ would mean you are able to claim £25 Cashback in your 3rd month of being connected.”
- “Copy the most recent airtime bill...”
- “Please be aware that you have a 60 day period to claim this cashback from the date on the relevant airtime bill.”

According to this, and according to what I have done in the past, I believe I should have made my m6 claim after the 26th of December. Because of Xmas/New Year I only sent my claim in early Jan, and since by this time my most recent bill was the Jan one, this is the one I sent. However, according to their calculations Jan was already my m8 bill, so they “conveniently” jumped m6 and gave me m8!

To me, this sounds like a ridiculous way of counting the months. For example, according to them, on the 1st of July I was on my 2nd month of being connected!!! Even though I would have only been connected for 5 days by then!

Anyway, sorry for quite a long moaning post but I just wanted to make it as clear as possible.

So, I have a few questions: as anyone had the same problem? If so did you have any luck at resolving it? Also, since I have called them a few times already, I don’t believe calling them any further will resolve the problem. So, do you think I should take the LBA/MCOL route? I mean, do you think I have a case?

Many thanks in advance and congrats for such a nice forum (fortunately I have never had to post, but have visited a number of times and the quality of information is great).

carly

I have the same experience. Phone was connected June 18. and billing date 24 june They paid out my first two cashbacks ( on Dec 24 bill and Feb 24 bill ) but when i sent in Aprils bill (month 10) they said I had sent in wrong bill and i should have sent March bill in. I received a letter rejecting my claim. I rang up and got nowhere, so I emailed and got a reply saying if I sent in March bill I would be paid( i was still within 60 day window ). I did this and got an email back confirming cheque had been raised and I would receive it within 21 days. This was only 10 days ago so I'm still waiting for cheque. I am now sending off my May24 bill to claim month 12( although i will not have been connected 12 months until June ! I did point this out to them twice but they cant/wont see the problem. As long as I get paid I dont really care but I would be very mad if I lost out through their odd practices. This is my 5th year of OSPS claims and it has never worked like this before. i hope you get your claim sorted out.

Mouro_81

My problem is that according to them I missed my first claim, so it is too late to reclaim it. But I still believe I have followed the T&C.

Also, (I forgot to mention this earlier) I was using the information on their website to calculate the times but just realised that they are trying to "trick" us (more like scam!) with the way they display the information.
For example when you click on: "Customer Services", "Select A Topic", and then "Cashback" - you automatically see the instructions of how to claim (they give a 7th of September example) and you assume this applies to everyone.
However, if you then click on "How do I claim" (which looks more like just a text title rather than a clickable link) a new section is expanded in between the title and the example mentioned earlier. After you have done this then they make a distinction between contracts pre and after the 1st of April 2008, providing examples for each situation, and the example previously displayed now "conveniently" falls into the pre april 2008 category!
To me this seems like an attempt to "trick" us, particularly the ones that have been with them for a while and have had previous contracts with them!
Nevertheless, this instructions were not sent to me on the welcome pack and I believe I should follow the instructions I was sent in writing.

Carly, which e-mail address did you use to get in touch with them? was it [EMAIL="help@onestopphoneshop.co.uk"]help@onestopphoneshop.co.uk[/EMAIL]

Thanks

carly

yes, thats the address i used. Sorry for not replying sooner I only just noticed your question.

mobilejunkie

People, why haven't you done your research? I have been warning about this lot for over 18 months - long before you took out your contracts. Even before that understanding the t&c is eesential. There is no room for guesswork or assumptions. Know and follow the t&c, make sure you can prove that you have and sue if they don't pay. There are hundreds of pages on here to guide you - and you are following a well-worn path. Ignore what THEY say and follow the t&c you signed up to. Should you not understand them regardless of what this outfit says you will get into trouble. If you DO understand them you should not need to give credence to whatever E2Save says and be ready, able and willing to sue them. All the guidance on that is set out endlessly on these threads over the last two years as well.

TREVORCOLMAN

So the answer is - get organised!

:rotfl:

carly

had an email yesterday teatime saying that my claim had been successful, cheque to arrive within 35 days. That completes my 12 month free deal.

whiskerspanther

Hi Carly

I have a similarish problem with the Carphone Warehouse where they were offering a cashback deal on a particular phone/contract. It is almost 5 months and I am still waiting for my cheque. Keep pestering them if you dont receive your money. As someone said to me these companies hope people will forget about the cashback, but not me!!
It is unbelievable that I was told on Saturday my cheque had been issued but for some reason not put in the post, which can take up to 28 days! Do you think it is a long way to their post room!?
The Carphone warehouse must be doing this all the time and someone needs to report them I feel.

Let us know when you receive your money.