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e2save and Gadget Helpline
I'm going to tell a little story of what has happened to me so far.
When I was almost at the end of my two year contract with e2save, I promptly got a call from the sales team hoping to see if I would like to extend my contract. Now, I almost said no, but with the free gift the seller was going to throw in for me, the contract was a steal for me. I took it and that was that.
6 months later and I am now in China. I finally decided to sign up to on-line banking so I could use my card while here. When all was done, I looked through my statements and found a payment taken out for something I did not recognise. So I naturally did some digging and found something interesting.
When I first started the phone contract, I was setup with both insurance and the Gadget helpline. I was able to cancel them without a problem. But, when I renewed my contract I had another account setup with the Gadget helpline and it was them who had taken the payment. I went back and forth with e2save asking why I had not been told that this would happen. After a few e-mails they said that after a review of the phone call, I did know. I still found it strange that I did not know about this, so I asked for a copy or a transcript of the call. E2save have not got back in contact with me, even after asking for it three times and waiting for a weeks. That leads me to believe that what they said was a big fat lie.
I moved my attention to the G.H, seeing that they had my money. The only reply they would give me was that if I could show that I cancelled the contract with them earlier, they would refund me. As some of you can tell, I could not do this as I was not aware there was a contract in place. I had told them that this was an un-fair contract and as it is showing that e2save are unwilling to prove that it wasn't. I gave them two weeks to give me a refund unless they could prove to me that I knew about the contract. If nothing was done, I would take this case to the courts.
They sent me a reply , now this one included another way for me to get a refund. This was to show that the Gadget Helpline was not part of the order when I renewed. Now this was easy, so I did. But by this point I am getting really tired of all this, so when I sent my e-mail with the proof, I also made it a letter before action and giving them one week.
Sadly they replied the next day saying the following:
"Unfortunately as we have received your details as part of an order placed through Mobiles.co.uk we would need this order to be checked and confirmation from the retailer that this service was miss sold.
Please contact mobiles.co.uk customer services, alternatively you can visit their website.
Once we receive this confirmation we would be happy to fully reimburse you."
Where the heck did Mobiles.co.uk come from and why are they now part of this?! I have not replied and I plan to do the paperwork to take this matter to county court.
I would like to know what you all think about this?
When I was almost at the end of my two year contract with e2save, I promptly got a call from the sales team hoping to see if I would like to extend my contract. Now, I almost said no, but with the free gift the seller was going to throw in for me, the contract was a steal for me. I took it and that was that.
6 months later and I am now in China. I finally decided to sign up to on-line banking so I could use my card while here. When all was done, I looked through my statements and found a payment taken out for something I did not recognise. So I naturally did some digging and found something interesting.
When I first started the phone contract, I was setup with both insurance and the Gadget helpline. I was able to cancel them without a problem. But, when I renewed my contract I had another account setup with the Gadget helpline and it was them who had taken the payment. I went back and forth with e2save asking why I had not been told that this would happen. After a few e-mails they said that after a review of the phone call, I did know. I still found it strange that I did not know about this, so I asked for a copy or a transcript of the call. E2save have not got back in contact with me, even after asking for it three times and waiting for a weeks. That leads me to believe that what they said was a big fat lie.
I moved my attention to the G.H, seeing that they had my money. The only reply they would give me was that if I could show that I cancelled the contract with them earlier, they would refund me. As some of you can tell, I could not do this as I was not aware there was a contract in place. I had told them that this was an un-fair contract and as it is showing that e2save are unwilling to prove that it wasn't. I gave them two weeks to give me a refund unless they could prove to me that I knew about the contract. If nothing was done, I would take this case to the courts.
They sent me a reply , now this one included another way for me to get a refund. This was to show that the Gadget Helpline was not part of the order when I renewed. Now this was easy, so I did. But by this point I am getting really tired of all this, so when I sent my e-mail with the proof, I also made it a letter before action and giving them one week.
Sadly they replied the next day saying the following:
"Unfortunately as we have received your details as part of an order placed through Mobiles.co.uk we would need this order to be checked and confirmation from the retailer that this service was miss sold.
Please contact mobiles.co.uk customer services, alternatively you can visit their website.
Once we receive this confirmation we would be happy to fully reimburse you."
Where the heck did Mobiles.co.uk come from and why are they now part of this?! I have not replied and I plan to do the paperwork to take this matter to county court.
I would like to know what you all think about this?
0
Comments
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E2Save and Mobiles are both owned by theCarphone Warehouse I think. I know the latter are anyway.
Do you have the paperwork that came withthe phone? I have ordered phones from both before, and it details how geek quadhelpline access is included, the first month is free, but it can be cancelledat any time.
If you think you have a valid complaint, I’dbe writing (pen, paper, stamp) to Carphone Warehouse. I think there is anaddress specifically for this on their website.
0 -
At the moment I'm in china and I don't get back until next month (I know doing this by letter would be for the best).
The second time an account was set up with the gadget helpline was when I got my phone contract renewed, but I noticed that I did not have the insurance start up again. I had no paper work from the renewal, I did get two confirmation e-mails from e2save, stating that I would be getting: A phone, free gift and cash back, it also said what my contract was. There was no mention of the gadget helpline. But, when I started the contract back in 2011 the e-mail confirmation from them did include the one month free gadget helpline and insurance. This show that it was not part of the renewal.0
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