been ripped off by e2save, who to contact?

BADGER1_3

The address I was given for complaints dept was
Complaints Dept
E2 Save
3R House
Belton Rd
Loughborough
LE11 5XH

Sent mail a few days ago to above, as yet no reply, will see how it goes before small claims

jabi29

Hi all

just called e2save today and they said that I was supposed to send them the oct bill as i purchased the phone in july even though I did not receive the phone til a month later in august. They pointed out to me that on their cheque back leaflet it says 'month of purchase' and the shows which bill to send.

I accept that is what it says on this leaflet, but I have 3 bits of info contradicting this. Firstly, on the leaflet, it says to send the 4th monthly bill which is the one i received in nov. The one i received in oct is the 3rd bill, it does not says to send the bill received 4 months after purchase. Secondly, when you go to the help section and click on which bill to send it asks 'when did you receive the phone?', I received in aug 06 and it replies send nov 06. Finally, if you go to your login area on the website, it tells you which bills to send, mine says nov 06.

I mentioned some of these examples to them, and they are unwilling to accept that they have conflicting info. They just kept saying that the leaflet was included in the welcome pack and that I should have followed the leaflet.

I am going to write a letter to the complaints department and send a copy to carphone warehouse to see if they respond as parent company. Then if I have no luck, I will contact trading standards and go through the small claims process.

Let me know what you all think.

d.ylan

I'm all riled up now.

I've had exactly the same problem with e2save. It is either a flaw in their system or they're being deliberately misleading in order to reduce the payouts.

I purchased two contracts at the end of the month, and upon sending my 4th bill i received a rejection letter saying it was too early. I called up to verify and was told to send in the bill after, and then the 4th bill after that.

I sent the bill after, and they paid up. I sent the 4th bill after that and they're saying it's a month late and refusing to pay and denying they told me otherwise stating 'their terms and conditions are very clear'. Luckily I still have the letter telling me my originally submitted bill (4th) was too early, signed by the Managing Direct of Customer Manangement. They choose to ignore this fact though, and the verbal confirmation given by their staff.

I've written and appealed to no avail, I seem to have exhausted their unhelpful routes for resolution so I guess the only option now is Small Claims.

Is it worth everyone who has experienced this filing a report with Trading Standards (all with the same trading standards office (which?) to keep a single file) as this seems to be an ongoing issue with e2save's systems that surely must be aware off by now and should therfore be resolving? Maybe a bulk TS complaint will give them a kick up the jacksie.

ANNOYED!

rash.m2k

jabi29 and d.ylan I also have the same problem! I sent the 'Bill Dated November' like it said to on my account on their website.

Now they are saying exactly the same thing - you sent the wrong bill!

Lemme know how you guys get on.

I am annoyed at this!!!!!!!!! Only chose them cos you coud check whenyou need to send your bills in and they can't even get that right! I'm gona stick with Onestop now!

prefect

d.ylan wrote:

Is it worth everyone who has experienced this filing a report with Trading Standards (all with the same trading standards office (which?) to keep a single file) as this seems to be an ongoing issue with e2save's systems that surely must be aware off by now and should therfore be resolving? Maybe a bulk TS complaint will give them a kick up the jacksie.

Sounds like a good idea. We've just been hit with this too. They were unbothered by our July bills (our 4th), but don't like our November bills (our 8th). Their website has been extensively changed since I signed a contract with them (including the bill calculator), but I do not see how this is relevent. It still says that the 4th, 8th and 12th bills are the ones to send. They are contractually obliged to accept my 8th bill.

Deeply not amused. I will be emailing both ebuyer (whose branded portal led me to them) and carphone warehouse to share my lack of amusement around.

Old_Gold

d.ylan wrote:

Is it worth everyone who has experienced this filing a report with Trading Standards (all with the same trading standards office (which?) to keep a single file) as this seems to be an ongoing issue with e2save's systems that surely must be aware off by now and should therfore be resolving? Maybe a bulk TS complaint will give them a kick up the jacksie.

ANNOYED!

I believe that it is standard that all complaints should be sent to the nearest office to the address of the business you are complaining about. In that way they do know of complaints irregardless of where the complaint comes from.

voorheez

Can someone please clarify for me which bill I should send, as this gets a little confusing?!

Ordered in October, recieved my phone on the 26th October (same week of order), recieved my first bill in Novemeber dated 26/10 - 6/11, and i've now just recieved my second bill for 7/11 - 6/12. So is it the next bill I need to send, or the one after that?

prefect

voorheez wrote:

Can someone please clarify for me which bill I should send, as this gets a little confusing?!

Ordered in October, recieved my phone on the 26th October (same week of order), recieved my first bill in Novemeber dated 26/10 - 6/11, and i've now just recieved my second bill for 7/11 - 6/12. So is it the next bill I need to send, or the one after that?

The current website has a calculator for you that shows what month they think (which seems to be what they're currently using).

rash.m2k

prefect wrote:

The current website has a calculator for you that shows what month they think (which seems to be what they're currently using).

Yes but the calculator says 'which month did you received your phone!'

So for me and the two poster above me with the same problems are OK!!!

eagleeye

Stay away from cpw group at the moment as they have started messup with the cash back system.