e2save problem (merged threads)

cobra

As I mentioned everything has disappeared from my "your account".

All they say (and I've screen printed it) is about the initial automatic cash back and the tracking number.

The PO confirms:

Your item with reference ******** was delivered from our ******** Delivery Office on 17/10/06.
Thank you for using this service.
We can confirm that this item was delivered before the guaranteed time.

As you can see the original phone was received on 17th Oct 2006.
That phone was faulty and that was received in Nov, hence the confusion.
E2Save c/s has repeatedly given Sept dates whilst the web page had given Oct date.
I therefore queried this on live chat and I've received a written e-mail saying Sep bill.

mobilejunkie

You haven't said what happened in October; if the contract was up and running the exchange is irrelevant. Have you clicked on the "cashback" link on your account? Should give the newly written t&c, but won't help if it does. Should have been claims using Jan/May/Sep bills under the t&c then operating - I assume they paid the first two using those months' bills. I still don't see a HUGE problem. You got the contract in October and under the tehn t&c September was your correct third and final claim - you also have that in a written email TO you, so could sue. Alternatively send the October bill; then they've had both variations and simply cannot refuse payment, annoying though it is. Either way there is absolutely no reason you won't be able to get all the cashback due. If they cross the line, sue.

cobra

mobilejunkie wrote: »

You haven't said what happened in October; if the contract was up and running the exchange is irrelevant. Have you clicked on the "cashback" link on your account? Should give the newly written t&c, but won't help if it does. Should have been claims using Jan/May/Sep bills under the t&c then operating - I assume they paid the first two using those months' bills. I still don't see a HUGE problem. You got the contract in October and under the tehn t&c September was your correct third and final claim - you also have that in a written email TO you, so could sue. Alternatively send the October bill; then they've had both variations and simply cannot refuse payment, annoying though it is. Either way there is absolutely no reason you won't be able to get all the cashback due. If they cross the line, sue.

Hi Mobile Junkie,

My 1st bill is dated 19th Oct with 1st Direct Debit collected 6th Nov 2006.
The bill was:
16th - 18th Oct for £2.55 ex vat
19th Oct - 18th Nov for £25.53 ex vat
My first cashback was in Jan 2007
My second was in May 2007
My third and final was in Sep 2007.

This is on my "your account" T&C.
Everything else has disappeared.

11 Months £0.99 by redemption on Canary £30
Send your claim in line with the Cashback Claim Process below and we will credit you by cheque with £83.04 each time.
This will save you £319.11 over the 12 month duration of the contract. In effect this means that your average line rental per month over the contract period is £3.41 per month.
Please note: the above calculations are based on the basic line rental of the tariff and do not include itemised billing.
Terms & Conditions:
Download our Cashback Claim Form - click here
PLEASE NOTE: Downloading our Cashback Form requires you to have Adobe Acrobat installed on your computer.

Download here FREE
Cashback Claim Process:
A credit of £70.00 will be raised automatically by cheque within 2 months if you do not cancel your contract. To gain the remainder of your cashback, you will need to claim for each instalment.
Instalment 1 - You will need to claim 4 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.e. if you purchased on the 1st of January 2007, you need to send in the bill that is dated around the 1st May 2007, and you will have until the 30th May 2007 to do so. This is 120 days (4 months) after connection.
Instalment 2 - You will need to claim 8 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.)
Instalment 3 - You will need to claim 12 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.)
Please note: You will be required to send your bills within defined date ranges based on the date your handset was connected and despatched. When you place a successful order these dates will be detailed in ‘your account’ linked on our website.

mobilejunkie

I think those written t&c only appeared very recently (been happening a lot recently) on your on-line account? The disappearing and replacing tis an attempt to cover up the mess they're in. The original t&c are binding. You were on a month 4, 8 and 12 claim contract (old-style) with them. That means claiming in January, May and September, whatever they may say now. It's a pity the original dates on your account were wrong (a month out) but the phone exchange shouldn't affect anything - though it seems to have. Unfortunately they really are in a mess now with these older contracts since they started moving the goalposts.

Basically, they paid you correctly using your January Bill and the same in May. They were correct, this is wrong. Being your final claim you have two choices; send the October bill (you can prove they received the September one AND that they claim it was an early claim) or hold out, write a LBA and sue if they refuse to pay the September claim.

balusri

Helloo All.. I have successfully got my first cashback from a pricematch deal from onestopphoneshop. If anybody is confused with the date and bill to send, here is what I did - I sent the latest bill after 120 days of connection and made sure that they get it within 28 days of the bill.

Actual dates:
Connection date: 24-may-07
date on the bill which i sent: 6-sep-07
date i sent: 25-sep-07
date i received my cashback: 17-oct-07

this bill charged me from 08-sep-07 till 7-oct-07.
Hope this helps.

Quentin

balusri wrote: »

I sent the latest bill after 120 days of connection

Can't follow your dates.

120 days of connection would be completed around 22 July.

The next bill would come on 6th August. Wasn't that the one to send in?

balusri

Quentin wrote: »

Can't follow your dates.

120 days of connection would be completed around 22 July.

The next bill would come on 6th August. Wasn't that the one to send in?

Sorry...i've changed it now. It is may not march.

wolfman

Arggghhh I've fallen victim (partly through my own fault) of the Price Match deal too.

I had the right bill to send, but in a muddle sent an earlier bill not seeing the date on it. They rejected it and set it back to me. Being my first cashback I was determined and re-sent it, but the bill I was supposed to send arrived two days late (it got caught in the postal strikes so was delayed...grrr).

They've now rejected it, and refuse any further correspondance. I requested an address or phone number to complain to, or seek an appeal. The customer services representative (Dilip Patel) refused to give me any details and said the matter was closed.

Is there anything I can do? I asked for a reason why it affected the rest of my cashbacks, but only got the response "it's in the terms". I tried explaining I could see it was, and asked why, but always got "because it's in the terms". I know it's in their terms and I accepted them, but surely I must have some sort of consumer rights that can over-rule this?

Help....

Quentin

As mentioned elsewhere, when you break the terms you fall right into their trap, and you have to accept that in return for making such good offers we have to jump through the hoops to comply with their rules, or lose out.

You could get some advice on whether you have a chance of winning a case against them on the basis that the contract clause they have used to get out of paying you is unfair.

Also get some advice on whether you can claim circumstances beyond your control (the claim caught up in the postal strike) mean they should reinstate your claim.

bigup

Just received my first two cashbacks under the price match deals. Sent via special delivery to make sure they get them and had no problems at all. Was suprisingly very easy, and now confident of using the new terms and conditions as it is quite straight forward when you think about it. All you need to be wary of is the connection date, and make sure that the bill you send in (after 120) does not get there before the same date of connection for the current month. e.g. if connected on 8th june, dont send october bill to e2save until after 8th october.

No problems with e2save for me as of yet. (...lets hope it stays that way lol)