E2Save

traceyandglenn

I am summarising my contact with E2Save as a warning to anyone who has dealings with them.

I spoke to a sales representative in March 2012, who I believed to be from Orange, Orange believed to be from Car Phone Warehouse and ultimately he was speaking on behalf of E2Save, regarding the update of my Apple iPhone. He asked me what phone I would like and I told him I wanted the iPhone 4s.

During the conversation I discussed with him that I did not use all my contractual minutes on my phone every month. He asked me what contract I wanted for my new phone and how much it costs. I told him that I did not want to change the contract and that I paid £45 per month. He did not ask if this included VAT or not. My contract with Orange, which I have had for two years, is £45 per month including VAT. He gave me the impression that he had my contract details in front of him, which meant that I did not feel the need to question him.

I did not receive any paperwork or email to confirm the order, which would have given me an opportunity to realize the error and an opportunity to contact them to sort the problem.

I was concerned enough about the call to phone Orange a week or so later to confirm my contract and I was told that it had not changed. However, Orange was unaware of my conversation with E2Save.

My bill arrived dated 5th April 2012 and I realized that the contract had increased from iPhone 35 (600 minutes) to iPhone 46 (1200 minutes) with a subsequent increase of £10 per month.

It took a number of phone calls to establish whom I had spoken to i.e. Orange, Car Phone Warehouse or E2Save. Finally I made contact with Kelly Birch of Customer Services who told me a number of times that E2Save only offer verbal contracts and are under no obligation to provide a written contract. She told me that she would ask for the recording of the phone call to establish exactly what was said.

Today, I had another fruitless conversation with Abby of Customer Services at E2Save (at a cost of 10p per minute and including holding the line and waiting the call took thirteen minutes). The report simply said that the sales person had repeated the contract details over the phone to me. I asked if the context of the whole conversation had been taken into account and Abby said the report only stated that E2Save had met their contractual obligations. I asked if I could listen to the recording and I was told that it would cost £10 for me to receive a copy of the recording.

Following a subsequent conversation with Orange today, I now understand that the lowest contract I could be offered with the iPhone 4s is £41.00 exc VAT but at no point did the E2Save representative mention this. On these grounds alone I believe the phone has been mis-sold to me.

Although I am writing to E2Save I do not hold out any hope of resolving the problem. I feel ripped off and do not believe E2Save are anxious to solve the problem. Their attitude is arrogant and they have shown little desire to resolve this problem.

thegoodman

If what you are saying is true why not get the recording?
The £10 would be well spent.
If e2save is in wrong than you can force them to change contract.
The recording will show that the information was not given to you, you can use this in the small court if required.
The price given to you should be inc vat.
A
The orange iPhone 46 is £ 46 inc vat, you paying £45 anyway.
Then you say you are on iPhone 35.

I think you need the recording to find out who is at fault. So far whenever I have used e2save everything is read back to me, the sales person knows the conversation is being recorded.

jenniewb

I had a similarly bad experience with 3 mobile when after several bad years with them, they sent me a phone I had not asked for with a contract they lied about (neither the phone nor the contract existed in relaity, they just made one up so I would agree and they could send me the phone).

On getting the phone I could see it wasn't the one I had been promised and called up 3 to argue, it was then it transpired the contract was also at fault. I was told by 3 that I could only send it back if I had tried it first and decided I didn't like it or they would bill me the entire contract in one go if I sent it back. I lied and told them I had done and didn't like it, 3 then said "you have tried the phone now, you have to keep it, if you send it back to use we will bill you the entire contract". I argued and shouted a lot, I didn't send the phone back as they seemed intent on charging me the full amount- I didn't trust they would cancel the contract and didn't know at all what my rights were. I kept the phone, I had hoped it wasn't as bad as I had first thought, it was. And then it became faulty and it took them 4 months to agree it was faulty and replace it.

I did ask for the written transcripts but was told by 3 that they didn't know what that was, I escalated the complaint to speak to a manager who told me they had lost the transcripts and that they no longer existed due to some sort of error. I was reassured the contract was still valid and I was still unable to cancel it.


Anyway, what I did do was contact Consumer Rights who said to me that had I not used the phone (by then I was using it/trying to use it) I would have been able to get the entire thing cancelled as it was missold, they also told me that what I had experienced was not at all rare and on the increase (this was a few years ago).

I would contact Trading Standards to report them, contact Consumer Rights for advice and see what you can do. Not sure how E2Save work and how helpful they are, hope they aren't as bad as 3!