Virgin sim only 6 month cashback offer. Having problems?

smartmart1967

I too have had problems with e2save and thier cashback claims , my sim was with vigin mobile and was a 12month contract . At the begining of signing up with e2save they sent a welcome pack and an email , both of which described perfectly the bills I should send for cash-back .

To ensure I didn't forget and make life a little easier , I set my pc calender to pop up on claim days and made out a pro-forma letter with just the dates and claim numbers to change . None of my claims were successful but eventually I used :

www.moneyclaim.gov.uk/csmco2/index.jsp

Ultimately they didn't admit liability but made me an offer of settlement(out of court). A few tips though before anyone should take this route.

1. Ensure you send claims , letters of complaint etc by recorded delivery.

2 Save all correspondance and airtime bills.

3. Remember a text message that your claim has been recieved doesn't mean it is successfull.

4. Don't just "think" your right , read the terms and conditions ( inc small print) and make sure your right .

5. Your terms and conditions should give you an address for complaints.

6. Buy a maginfying glass

7. Use all avenues possible to settle your claims first and have a record of them . ( remember a telephone conversation can be denied , use special delivery at this stage) .

Such system failures can only do the companies involved untold damage , getting a good reputation takes years , loosing one can happen as fast as lightning.

I wish you all the very best of luck .:o

latinaid

Doesn anyone know whether we should continue to send claims to the Dunstable address given with the original vouchers, or do we use the Crewe address which is on the website?

amandahood

Hi there,

I have just been trying to call E2save customer service at the premium rate number and waited 30 minutes before I got fed up and hung up the phone. Will Eleanor- or an e2save rep please contact me?

E2save are seemingly making it impossible for its customers to contact them (and who can afford the time and money of waiting on that premium rate number for longer than 30 minutes) to sort out the problems that everyone seems to be experiencing. It is unacceptable.

I, like many others on this forum, have done the right thing by returning my cashback form as soon as it was sent to me and have not had a cheque back from e2save.

Amanda

mobilejunkie

Totally agree. I've lost complete faith in them as far as customer service is concerend. They used to be great but now deem fit to move the goalposts for existing contracts more than half-way through and try to get away with denying all future claims for new customers who haven't breached the terms which would enable them to do that. And as you say employing a handful of staff to cope with the swelling number of increasingly angry customers is resulting in long waits on premium rate numbers merely to find out what's happening to claims.

thesaint

amandahood wrote: »

Hi there,

I have just been trying to call E2save customer service at the premium rate number and waited 30 minutes before I got fed up and hung up the phone. Will Eleanor- or an e2save rep please contact me?

E2save are seemingly making it impossible for its customers to contact them (and who can afford the time and money of waiting on that premium rate number for longer than 30 minutes) to sort out the problems that everyone seems to be experiencing. It is unacceptable.

I, like many others on this forum, have done the right thing by returning my cashback form as soon as it was sent to me and have not had a cheque back from e2save.

Amanda

I don't believe Eleanor is answering queries on this forum anymore.

Try e-mailing them if the call to the National rate number is not fruitful.
:A

latinaid

I finally got through to e2save yesterday on the following number 01270 504440. I called at around 10am, and I had to wait for about 10 minutes before I was put through to a live person, but that's a lot cheaper than the 0870 number.

I spoke to a really helpful operator, who confirmed which month bill I had to send in (October in my case, as I signed up on May 1st). I also asked where the claim should be sent, and ALL CLAIMS SHOULD NOW BE SENT TO THE CREWE ADDRESS not Dunstable. Send to Redemption Claims Team, PO Box 462, Crewe, CW1 9DY. I was told that all other conditions remain the same (send by registered post, include the claim voucher etc).

Hope this helps, good luck with it. I for one will definitely not be doing this again, it's just not worth the stress.

Liz_Coggins

Hi, Please help me,
I bought 2 Virgin sim cards on the e2 save cashback deal on 1st May 07, following the recommendation on Martin's website.

In accordance with the instructions I sent my third monthly bill - i.e. the one that arrived at the beginning of August (dated 5th August) and all other required information by recorded delivery 1st class post.

I was reassured that I had done everything correctly by the text they sent me on 17th August, (well within the month's deadline) stating the following –
We have received your chequeback claim. We will text you to confirm approval within 21 days. No need to contact us now.

I was therefore horrified to receive a letter in early September telling me my claim had failed. When I wrote to the e2 complaints department they told me that I should have sent the July bill. This was not my third monthly bill, but my second, as I didn't get a bill in May (having only started the deal that month) - my first bill was dated June, second July, third August. (Not only that, e2 said they had only received my claim several days after the day that they texted me to say they were dealing with it! I still have the text on my mobile to prove their information was false)

By the time I submitted the claim I had heard on the Martin Lewis website that there had been confusion over which bill should have been sent, but in view of that confusion e2save would deal sympathetically with claims that had sent the bill dated 3 months after their purchase (as in my case) and indeed I mentioned that in my covering letter when I sent in my claim.

I would therefore be very grateful if the undertaking given to Martin could be honoured and e2 will contact me to refund the £45 for each claims to me, i.e. £90 in total. It is a small amount to them to retain their good reputation.

Thank you

mobilejunkie

I'm afraid you're another victim of getting involved in a cashback deal without understanding how it works. In this particular case you should have sent your July bill - bill "numbers" are totally irrelevant. This has been covered extensively both on this deal and previous 12 month contracts with E2Save over a LONG period of time. In fact, this was one of the EASIEST ever cashback deals for those who understood how it worked.

E2Save have recently been creating havoc by changing their original t&c on existing contracts and getting all the claim months wrong. It's a complete mess now and they are intent on stitching customers up in all directions. It could be argued that (because of the way they are NOW treating existing contracts) your August bill was the correct one to send. However, they turn deaf ears to any kind of complaint when they change the goalposts daily and leave existing customers high and dry. Have you checked on your account lately to see if it indicates when your claim window is for this contract - or if there are any bill date/month claim indicators (they keep changing all that daily - I actually saw yet another new version of t&c for existong customers yesterday)? The more written evidence you have (another ground rule - copy it WHEN YOU ORDER) the more chance you will have of forcing them to pay either pre or in court. Otherwise your lack of understanding will leave you relying on the "3rd monthly" bill bit. One other thing; under these t&c they CAN'T deny your second and final claim so your maximum downside is £45 per contract (must have got the second in a different name? They don't allow more than one Virgin contract at a time from what I've found.).

latinaid

Liz, you should phone them to check (number is in the post above yours. But you got your contract on the same day as mine, May 1st. I sent my July bill (having phoned them to ask which one I should send) and got the £45. I have just phoned again and they have confirmed that I should send the October bill for the second claim. I suggest phoning them yourself to double check. Make sure you send your claim to Crewe, not Dunstable as on the original vouchers.

londongonner

Can someone give me some advise on Virgin's 6 months Sim only cash back deal.

I placed an order for the Sim card on 26/04/07 and sent the July invoice to e2save and successfully received my 1st cash back for £45.

Now reading this forum I am confused as to which invoice to send for the second claim ie the September invoice or the October invoice which I haven,t received yet?

Also if you look at e2save website they are doing the same cash back deal again and apparently you can apply again.

Is it worth it?