e2save misleading info

mobilejunkie

I would approach it differently. Re-send your claim pointing out that although it was early that does not negate your right to claim at the right time or (therefore) future claims. Ask for the claim to be processed now they have it at the right time according to the way they are working and warn that if they refuse to so do and reinstate your remaining claims you will commence legal procedings etc.

I would ignore the rest at this stage. Provided you have evrything in writing and (this time) claim at the right time you should have a good case IF it went to court. You can raise all those issues then to add weight to your case.

ric3vic

I've just rechecked. The original screenshot tells me to send a bill "dated November 2007", while the newer, altered screenshot tells me to send a bill "in December 2007". This blatantly changes the terms. I'll resend the claim, note the alteration and with a threat to take legal action. Best to call it a night. Thanks for your help. R

MarkyMarkD

The advice on your account as to which bills to send in is NOT part of your terms and conditions, and changing that advice isn't therefore a change in the terms and conditions.

The advice on your account, though, is meant to be an aide to understanding your terms and conditions and if they alter that advice, and then reject your claim even though it complied with whichever bit of their advice you choose to act upon, they can't rely on your failure to comply with a different bit of their advice as a basis for not paying up.

drcarbonfootprint

Thanks to everyone who has taken the time to reply to my initial thread question.

I particularly like the advice of taking screenshots. However I don't feel much clearer on the situation and must say I am pretty concerned that I am about to end up having a £500 phone bill this year, which after previously having had a pay as you go phone which generally cost me £5-10 a month is going to hurt.

I bought my phone on the 13th of August from a guy called stewart 344 at e2save over the phone - here are the notes I took from the conversation at the time.

stewart 344 (personal mobile number 07830 175 +++)

send off contracts with vouchers

12 months free because you bought car phone charger

CLAIM FULL 12 month REFUND

Talked to stewart on 14th aug 07 he confirmed following:

send back the bill you RECIEVE in the 4th 6, 8 etc months

november
Jan
march
may
july

each refund is for £108 times 5 = 45x12months


To cancell contract after 12 months:
Must give 30 days notice in writting from month 11 as in from 14 July 2008

I am a pretty organised person and this really didn't seem that difficult to do.

But now when I look at it, both my t&c and my account, 120 days seems to be the optimum date which is the 11th of December. My account says, contrary to Stuart 344, "Send month 4 claim in Dec 2007 £108.00".

But the bill which will show that I have been connected for 120 days won't arrive until the end of december - my bill date is around the 20th (varies) and then the envelope, (undated) drops through my door around the 29th of the month. Being christmas and newyear who knows when I will see this months bill!

So is that the bill I should send? If as some people say it will take them a couple of weeks to put on their system it will be well past 28 days before the log it - at which point I guess it will be well out of date.

Should I send the bill I have now but after the 11th of december?

I really have no idea.

Many thanks again to everyone for your help

Ben

mobilejunkie

You pays your money and takes your chances....

I'd send the November bill to arrive on or after 13th December. I'd then follow up two weeks later and JUSt ask if a cheque has been raised. If yes, just wait. If no, ask why not and whether the claim is approved. If it all goes wrong send the December bill claim asap when it arrives. As long as they receive it before (say) 9th January it would meet all the t&c - the ones they are working to and the legal ones. Next time don't rely on whatever someone tells you on the phone and DO make sure you understand exactly what's required BEFORE taking out a contract like this with anyone!

lapchien_2

mobilejunkie wrote: »

Well, first off sending a photocopy will lose you ALL claims - present and future.

This is not necessarily true. I sent photocopies of bills, as did my partner (we are both on Pricematch deals from e2save), and we both received our cashback cheques last week.

Quentin

You were fortunate - but why deliberately break the conditions by sending copies?

That just means you fall into their lap as far as not having to pay out anything at all (as one failed claim now means all others are forfeited).

No-one else should follow your example.

lapchien_2

Quentin wrote: »

You were fortunate - but why deliberately break the conditions by sending copies?

That just means you fall into their lap as far as not having to pay out anything at all (as one failed claim now means all others are forfeited).

No-one else should follow your example.

I did not mean to recommend that anyone follow my example, I just pointed out that the statement 'sending a photocopy will lose ALL your claims' was not true. Sorry for the confusion.
The original bills are mine, I have a right to keep them. The Code of Practice agreed between the mobile operators and OFCOM specifically states that requiring original bills is unreasonable.
Shortly after taking out the contract I emailed E2Save customer service advising them of this, they replied confirming that they now accept copies of bills.

mobilejunkie

Fine for you. Since the code is irrelevant (it gives at least 60 days to claim and E2Save ignores that among many other things) it would be really stupid to rely on that or anything else except where they have put this in writing to the person concerned. Suggesting it's fine to do so is advice for many - and it's absolutely wrong! This company treats people differently at different times now; anyone ignoring the legal t&c is likely to get burned. If they enjoy flames that's fine; I like to make sure I'm covered when companies operate like this one is now - regardless of how they treated me in the past or on other contracts at present. I am having problems with one contract out of many (no problems with the others) - entirely because of their new way of doing things. I am fully prepared and ready to go the legal route if they don't fall into line with the t&c on that one.

Quentin

lapchien wrote: »

The original bills are mine, I have a right to keep them........................Shortly after taking out the contract I emailed E2Save customer service advising them of this, they replied confirming that they now accept copies of bills.

Despite this, their cashback conditions (which we have to agree to when first ordering the phone) state:

We do not accept copies or online bills

So no-one should rely on your post and just send copies, hoping for the best.