been ripped off by e2save, who to contact?

ctm_2

Not read the whole thread, not got time!!

I got the 4th bill through the post yesterday, so went to print out the voucher. My original apperwork with the contract stated to send in 4th bill, but the website shows bill dated December.

The 4th paper bill I received was dated Januuary, so I rang to query the discrepancy with the documents with the contract and the website.

I was told that the first bil I received was actualy bill number 1 AND 2 all in one, even though it was only one bill! I was then told I have missed the deadline for my first claim.

Cue a unhappy letter to them for my cheque.

nick1234

i bought my 12month contract on nov 24th and got first bill on dec for bit of nov and whole december. its on o2 however for 1st cashback it asks for 6th month and everyone else it seems to be 4th month?

also i havent had my automatic cashback yet?

nick1234

ctm wrote:

Not read the whole thread, not got time!!

I got the 4th bill through the post yesterday, so went to print out the voucher. My original apperwork with the contract stated to send in 4th bill, but the website shows bill dated December.

The 4th paper bill I received was dated Januuary, so I rang to query the discrepancy with the documents with the contract and the website.

I was told that the first bil I received was actualy bill number 1 AND 2 all in one, even though it was only one bill! I was then told I have missed the deadline for my first claim.

Cue a unhappy letter to them for my cheque.

i think this is what has happened for me as my first bill covered nov and dec, thanks for pointing it out in advance i will be aware for this.

also technically it looks like u have missed the deadline and from past cotracts/experience with e2save (from fam members) however many letters u send etc if its ur fault even as a goodwill gesture they wont give u your money back.

Budfrog

Finally got my automatic credit (due last Sept) and my 1st CB (sent 4th bill even though sheet indicated to send 3rd).

I think it was the girl from Carphone Warehouse who contacted me B4 Christmas who sorted it all out.

She also told me to go by the A4 sheet and not by the bill No. from now on which means I will send my 7th/11th instead of 8th/12th. When doing so I will be adding a note clearly requesting an email or phone call if everything is not in order.

e2Save must be fully aware of the conflicting info they have sent out so IMO they should not refuse any claims that adhere to either condition (ie Bill No. OR A4 Sheet). They will probably chance their arm so it is just a case of kicking up a stink.

I will not be withdrawing my complaint with Trading Standards as I believe they have treated many customers in a pretty shoddy manner.

Anic

ctm wrote:

Not read the whole thread, not got time!!

I got the 4th bill through the post yesterday, so went to print out the voucher. My original apperwork with the contract stated to send in 4th bill, but the website shows bill dated December.

The 4th paper bill I received was dated Januuary, so I rang to query the discrepancy with the documents with the contract and the website.

I was told that the first bil I received was actualy bill number 1 AND 2 all in one, even though it was only one bill! I was then told I have missed the deadline for my first claim.

Cue a unhappy letter to them for my cheque.

Don't give up hope yet - I posted my experience earlier on in this thread as the exact same thing happened to me last year. Like you my original paperwork stated they wanted my fourth bill so I worked this out as July and didn't even look at anything else until that one arrived. Only then did I see the table on the "Chequeback Leaflet" stating the example bill I should be sending was June.

I contacted them and they said - no - wanted June's bill but I then called Trading Standards for their advise. They confirmed to me that as the leaflet stated "example" it does not apply to everybody - it is dependent on when in the month the Contract was purchased. My original paperwork states fourth bill (as did the text on the inside of the chequeback leaflet). They told me to send the voucher, with a letter stating all of this and the fact I has spoken to them and they clarified the situation to me and if I was not paid out then they would be happy to take the case up on my behalf.

Give TS a call and I'm sure they will be able to help you.

Below is the what I had written in my letter and although I am not great at writing letters and went on a bit I did get my cheque no problem. I sent it with copies of the relevant pages highlighted

As per the instructions on my “Your Offer Explained” Leaflet and the “How to Claim” Section of the Cheque Back Offers Leaflet enclosed with my telephone package, please find attached my Cheque Back Voucher No.1 along with the copy of my 4th month telephone bill, as requested, dated 3rd July 2006.

I can confirm that I bought my phone on 29th March 2006 and as such, following the written terms and instructions in the above literature, I became concerned that, whilst in receipt of our fourth bill from Orange, and completing our first Cheque Back Voucher, we noticed the “What bill do I need to send in?” table gives the 4th bill example as June for phones purchased in March. As this seemed to contradict the other terms and instruction, we contacted your Customer Services Department and raised our concerns with Mike. Mike arranged for his Line Manager to call us back.

As the Line Manager never returned my call and due to the fact I was becoming increasingly anxious that I may have lost out on my first cheque back I took the opportunity of contacting Consumer Direct and Trading Standards for help and to hopefully put my mind at rest. After taking all of the details, from the relevant leaflets, etc, they have clarified the situation for me and assured me that as the Chequeback Leaflet is a generic one, issued to everybody, the table on the back, where it states “4th bill example” would apply to most claims whereby their phone package would have been purchased earlier in the month. However, as I bought my phone at the end of the month, it does not apply to me, as my first bill was not received in the same month as my purchase, meaning my June bill was only my third. As can be seen from below and as the instructions and terms state that I should send my 4th bill, I hereby enclose same dated 3rd July and look forward to receiving my cheque in due course.

• First bill dated 3th April
• Second bill dated 3rd May
• Third bill dated 3rd June
• Fourth bill dated 3rd July

cully_3

Can anybody tell me if they have actually won a case with e2save by taking their complaint up with trading standards or has anybody actually got as far as going through a small claims court?

I know the thread above me has sorted theirs out.

I have just posted my letter to the complaints dept today and have given them 14 days to pay both my automatic cheque which i should have received in sept and also my 4th bill claim which they have said was the wrong bill. Don't really expect a reply after what i have read on this site but it was the first step and i have already involved trading standards so we'll see.

Debbie

ctm_2

Anic wrote:

Don't give up hope yet -

Don't worry, I've not given up hope! I will see what their reply to my letter is, then keep on going till they pay up.

behappier

Same thing happened to me today. Was filling in my CB form as I received my 4th bill from Orange dated 5th Jan and noticed they needed to send me automatically £81 after a month (Oct) and they never did. So decided to call them, after having a number of "this number does not accept calls at present" I finally got through, enquired about my £81, the guy apologised and said it would be sent within 21 days. - Not that I believe it was ever a mistake!

Then enquired about CB bill as my contract is 27th Sept but Orange sent me 1st bill on 5th Oct, I said to the guy "I don't understand the table states December bill but that was only my 3rd so I am sending you my 4th (i.e. 5th Jan). The guy then goes on saying that I admitted I should have sent Dec and now too late... I sent my claim anyway and will be taking it to TS if they don't pay up!

jackieb

My son is fuming. He just received a letter from e2save this morning saying that he was too late to make a claim. I know it was the correct statement that was sent because it was me that sent it. It even said 4th bill on his statement and on the slip form e2save that I sent with it! And it was sent by recorded delivery. He even got a text from them saying they had received his claim and he would get his money shortly.

I've also had a look at the website and entered the date he got his phone and it says he should have sent his October bill in (we sent in his November one because they had previously asked for the 4th one not the 3rd one!) On his 02 bill it even says that it was the 4th bill.
But on another part of the site it says if you bought the phone after 1st June 2005 you need to send your 4th, 8th and 12th bill in.

Budfrog

Don't worry just be very firm and persistent.

I had no joy whatsoever when phoning e2Save but within 24Hrs of sending a letter (regsitered) I copied the same to the carphonewarehouse (by letter and email) and my phone company, Virgin (by email).

Within a matter of hours I was phoned by both and the matter was resolved.

Like I said earlier, they are aware of the contradictory info they have provided, so it is just a case of sticking to your guns.

I would also like to know if anyone has taken the matter as far as the Small Claims Court (allthough it does cost £30 to register the case online).

I have also contacted Trading Standards (Loughborough), Money Mail and BBC Watchdog.