been ripped off by e2save, who to contact?

Budfrog

Write a letter of complaint to e2Save and copy the letter on an email to CPW. cdunstone@cpw.co.uk

You are probably like me on the Cusp of a month and should have sent the month B4 i.e. the 3rd instead of the 4th

You should find that e2Save and the CPW are aware of the problem and will rectify the situation.

Good Luck

soolin

I may have resolved my issue with e2save today, so maybe they are trying to clear the backlog of complaints before Christmas?

I had an email asking me for a contact telephone number that I would be available on this afternoon. Within 30 mins I got a call to say that they can see that my situation has got out of hand and they admitted that their own records are not clear as to which cashback scheme I am on, and since they can't over ride the computer (?) whatever they told me by phone might well turn out to be wrong, and I'd lose my cashback.

They then said that as I had a good history with them, and because their own computer records appear to be problematic they were offering me the full 12 months worth of cashback up front and with my agreement they would raise a cheque that would be with me in approx 21 days.

Of course I agreed, and will now wait to see if I get a big fat cheque in january from them.

If this does turn out to work then it is a good bit of PR as I need a new phone contract for my OH and of course have been looking elsewhere, but may now be tempted back to e2save.

Fingers crossed for january!

Soo

normal

I wish I'd been so lucky! I'm still having to chase them.

rash.m2k

soolin wrote:

I may have resolved my issue with e2save today, so maybe they are trying to clear the backlog of complaints before Christmas?

I had an email asking me for a contact telephone number that I would be available on this afternoon. Within 30 mins I got a call to say that they can see that my situation has got out of hand and they admitted that their own records are not clear as to which cashback scheme I am on, and since they can't over ride the computer (?) whatever they told me by phone might well turn out to be wrong, and I'd lose my cashback.

They then said that as I had a good history with them, and because their own computer records appear to be problematic they were offering me the full 12 months worth of cashback up front and with my agreement they would raise a cheque that would be with me in approx 21 days.

Of course I agreed, and will now wait to see if I get a big fat cheque in january from them.

If this does turn out to work then it is a good bit of PR as I need a new phone contract for my OH and of course have been looking elsewhere, but may now be tempted back to e2save.

Fingers crossed for january!

Soo

Lucky sod! Wish I'm that lucky!

civicwalker

I placed an on-line order for a phone with e2Save on 21st November, which was dispatched on 29th November and duly received on 30th November closely followed by my first Virgin bill dated 2nd December.

If I access my on-line Customer Login Area by entering my OrderID & Mobile number, my "Offer Breakdown states that I will get £21 Automatic Cashback in December 2006; Send bill dated Apr 2007 for £62.25 in Jun 2007; Send bill dated Jun 2007 for £62.25 in Aug 2007; Send bill dated Aug 2007 for £62.25 in Oct 2007 and Send bill dated Oct 2007 for £62.25 in Dec 2007.

However if I access the on-line "HelpDesk" section for ‘How do I claim my chequeback - I purchased my phone on or after 1st Nov '06’ it merely states "for a 12 month contract for Gift value over £100 we require your 6th, 8th, 10th and 12th monthly bills to arrive with us within 1 month of the date stated on the monthly bill (we accept photocopies)".

If I then click on "Which monthly bills will I need to send in?" and enter 11/2006 as the date I received the phone and submit it brings up:
For a 12 month contract for Gift value over £100 you should send the following airtime bills to us: May 2007, July 2007, September 2007 & November 2007 within one month of the bill date stated on the bill.

I'm totally confused!!!
Would it be worth me immediately submitting every Virgin bill I receive with effect from 2nd April onwards? . . . . . or is there something obvious I'm missing?
Thanks in anticipation

rash.m2k

civicwalker wrote:

I placed an on-line order for a phone with e2Save on 21st November, which was dispatched on 29th November and duly received on 30th November closely followed by my first Virgin bill dated 2nd December.

If I access my on-line Customer Login Area by entering my OrderID & Mobile number, my "Offer Breakdown states that I will get £21 Automatic Cashback in December 2006; Send bill dated Apr 2007 for £62.25 in Jun 2007; Send bill dated Jun 2007 for £62.25 in Aug 2007; Send bill dated Aug 2007 for £62.25 in Oct 2007 and Send bill dated Oct 2007 for £62.25 in Dec 2007.

However if I access the on-line "HelpDesk" section for ‘How do I claim my chequeback - I purchased my phone on or after 1st Nov '06’ it merely states "for a 12 month contract for Gift value over £100 we require your 6th, 8th, 10th and 12th monthly bills to arrive with us within 1 month of the date stated on the monthly bill (we accept photocopies)".

If I then click on "Which monthly bills will I need to send in?" and enter 11/2006 as the date I received the phone and submit it brings up:
For a 12 month contract for Gift value over £100 you should send the following airtime bills to us: May 2007, July 2007, September 2007 & November 2007 within one month of the bill date stated on the bill.

I'm totally confused!!!
Would it be worth me immediately submitting every Virgin bill I receive with effect from 2nd April onwards? . . . . . or is there something obvious I'm missing?
Thanks in anticipation

FOLLOW the sheet given to you in your welcome pack! Just highlight the MONTH YOU PURCHASED THE PHONE - not received it! And all should be clear.

If it's not ring them up just to make sure.

soolin

civicwalker wrote:

I placed an on-line order for a phone with e2Save on 21st November, which was dispatched on 29th November and duly received on 30th November closely followed by my first Virgin bill dated 2nd December.

If I access my on-line Customer Login Area by entering my OrderID & Mobile number, my "Offer Breakdown states that I will get £21 Automatic Cashback in December 2006; Send bill dated Apr 2007 for £62.25 in Jun 2007; Send bill dated Jun 2007 for £62.25 in Aug 2007; Send bill dated Aug 2007 for £62.25 in Oct 2007 and Send bill dated Oct 2007 for £62.25 in Dec 2007.

However if I access the on-line "HelpDesk" section for ‘How do I claim my chequeback - I purchased my phone on or after 1st Nov '06’ it merely states "for a 12 month contract for Gift value over £100 we require your 6th, 8th, 10th and 12th monthly bills to arrive with us within 1 month of the date stated on the monthly bill (we accept photocopies)".

If I then click on "Which monthly bills will I need to send in?" and enter 11/2006 as the date I received the phone and submit it brings up:
For a 12 month contract for Gift value over £100 you should send the following airtime bills to us: May 2007, July 2007, September 2007 & November 2007 within one month of the bill date stated on the bill.

I'm totally confused!!!
Would it be worth me immediately submitting every Virgin bill I receive with effect from 2nd April onwards? . . . . . or is there something obvious I'm missing?
Thanks in anticipation

This was exactly my problem and I was told at various times that they had no idea which cashback version I had to follow. In fact when the lady called me yesterday she said that the computer would have rejected my claims anyway due to the confusion which is why they offered me a full settlement in advance.

Soo

rash.m2k

soolin wrote:

This was exactly my problem and I was told at various times that they had no idea which cashback version I had to follow. In fact when the lady called me yesterday she said that the computer would have rejected my claims anyway due to the confusion which is why they offered me a full settlement in advance.

Soo

I am going to kill you!

Lucky sod! I'm waiting by my phone in anticipation!

soolin

Well, I'll be happier in January when I actually get the cheque!

It really couldn't go on though, telling me that they had no idea which of 4 completely different cashback schemes I was on was frustrating.

One tip though, I had written to them telling them that in the absence of any response I would opt to follow chargeback scheme 'xxxx' and send in bills dated xxx and if that was wrong I expected them to let me know within 14 days of receipt of the letter.

shere1

3 months on still waiting for my automatic cheque back.

I can see they are going to fob me off with the 4th bill as my phone was bought at the end of August but not delivered till 10 September.

When I log into my account it states to send bill dated December (which backs up wihat the general cashback help thing tells me when I enter the phone delivery date).

I advise everyone to take screenshots etc and if e2save treat you like children to take the matter to the small claims court. There is ample evidence they have been misleading people over the issue of bills and they will not stand a chance in court.

In my case they have already breached the contract by not sending the automatic cashback within 2 months as stated on my account details on their web site.