E2Save Cashback Horror

Meercat86_2

Hi,

I would appreciate some help regarding e2save. I bought a phone from e2save in January of this year. Under the terms of the deal i had to send in my 6th, 8th, 10th and 12th bills to receive a cashback of £62.25. I was told to send the bills in within 30days of the date on my bill from three mobile. I did so and the first cashback went perfectly smoothly - so smoothly that i was thinking of getting another phone from them. However i sent my 8th bill off about 2 months ago by recorded delivery. I received a text at the time saying that they had received the bill and would sent out either the cheque (as long as everything was alright with the claim) or a letter (if the claim could not go through for whatever reason) within 30 days.

However i haven't heard a thing since then. I'm pretty sure that everything with the chequeback in terms of paperwork was in order and they received it within the time frame they specified. I have e-mailed them about three times now but each time they have e-mailed back saying that i am apparently not the account holder and due to data protection they can't do anything! I've sent them another e-mail now making sure that every detail ie name, order no, address, e-mail address are all as stated when i first purchased the phone. I'm also going to give them a ring on Monday. However their phone lines are awful in that it is almost impossible to get through!

Is there anything i can do now? My next bill is now due to be sent to e2save. I really want to claim this money back since i've been incredibly careful about sending things off in a timely fashion and sending the correct things off. I'm prepared to go to small claims court if i have to but only as a last option.

I would be very grateful for any advice regarding this situation.

Thanks

mobilejunkie

Yet another variation of their complete mess and utter disdain for customers now.

As soon as they're 45 days from receipt of the claim, send a Letter Before Action giving them (say) 14 days or you will commence legal proceedings. quote your previous attempts to get them to sort it out and the fact that (despite those) they havent, as well as the fact you've been paid as expected up until now and that you have followed (and complied with) the original t&c for the latest claim - which they have (now) failed to pay as per those t&c. As long as you haven't changed anything on the contract and can prove they received the claim correctly (text is ok - make sure you keep it!) they have't a leg to stand on.

mirpur786

hi i suggest u make a cashback complaint to your network i understand that they will clawback the commission from the dealer paid on your contract until it is sorted.

mobilejunkie

Don't bother with the network. It's an entirely separate contract. You'd be wasting your time and diverting from the fairly straightforward course of action open to you.

I would add, however, that "pretty sure" isn't good enough. With cashback deals "sure" is a MUST.

bobstheboy

Agree with mobilejunkie, do not use the term "pretty sure" be 100% positive with every comment and action when dealing with any of these companies.

Bob