e2save say my cashback claim is too late!

littlekk

Hello,

This is my 1st post on here as I wonder if anyone can help me.

I sent my claim to e2Save within what I thought were the correct timescales with all the correct information, but they have declined my claim stating it was too late.

Now I have checked the details and what it comes down to is the fact that I was "connected" on the 30th July which is the date on my bill and confirmed in the covering letter sent to me by 02 (through CPW).

As I ported my number from my previous contract as per 02 you don't get any other number first so therefore I couldn't use the network until the 30th July. I therefore sent in my bill dated the 6th December 2007 within 30 calender days of the bill. (as per the t's and c's I had to call them for to be emailed to me as I purchased over the phone) It was received 24th December so within that timescale and also their timescale of 30 days after the 120days how confusing!

Now e2save are stating that as the date on their sales invoice is the 20th July this is actually the date of connection therefore my claim was late.

I am disputing this as surely 120 days from connection means just that - not 120 days from the sales invoice!

Anyway they are now saying there is another problem in that I called in October to find out my transaction number and they need to listen to that call to see if I was told the timscales on this call!

Anyway it just seems they are doing all they can to get out of paying now and I would really appreciate some advise on how to take this further

thanks

mobilejunkie

This is the very problem I expected a while bad in droves. Funny - been many others of all sorts less predictable, but few of these!

1) You have met the legal t&c; provided you are careful, thorough and have copied them at the time you can send a LBA and then sue. I recommend you read post 5 on:-

http://forums.moneysavingexpert.com/showthread.html?t=558661&page=3

There is also a post oputlining a LBA which you are highly likely to require. There are many other relevant threads on this company on here.

2) You will have enormous difficulty getting through by phone - and if you do they will offer up a load of rubbish. They don;t understand OR follow the legal t&c but insist on their own fallacy of them. Expect to sue. LBA may produce the results beforehand hopefully unless they are complete fools - which is debatable.

littlekk

thanks for the advice it is very helpful. I will call them on Monday one last time and if I get no joy I will start the LBA.
It's really frustrating my husband purchased a phone from them about 1 month prior to me - he has received his 1st cheque but after reading the other post's on here I'm worried about his next one which is due now.
Anyway I will take this all the way as it is the principal of the matter and of course £360!

mobilejunkie

They won't get away with it unless you let them - provided you followed all my guidelines (plainly haven't BUT might be able to rescue it) and can prove you have met the legal t&c.

D_e_n_i_s_e

after buying a contract from E2Save always call them to check what your claim dates are. This is because to stop having to pay out they make it ambiguous when to claim and when not to.

1) instead of saying submit your bill dated July 2008 within 30 days of recieveing it.
2) e2save will instead say submit month 6

its obvious that 1) is more clearer than 2)

e2save make it more complicated than it is just to make you miss your claim date, and stop them paying up. .

mobilejunkie

Waste of time calling. Unlikely to get through and can't trust anything they say. Follow the legal t&c at the time of purchase.

Coolhandluke

I had a similar problem last month when i sent in my 1st claim,i got a letter saying i had sent in the wrong bill.
But confident i hadn't i spoke to one of their advisors who couldnt have been more helpfull and she agreeded that the mistake was theirs.
Just to be sure my claim would go through again ok she asked me to email her a copy of the bill and she would pass it on to the cash back department.
This morn i received my cashback cheque.
So so far so good.

Its just my pac code i now have to worry about come the end of my contract.

But i must give credit where its due and on the whole i have found E2Save and CPW helpfull when i have spoke to them.

You can also check you cash back dates by going into www.mycashbackclaim and follow the links from there.
Although having said that my dates on that were different to my actual contract i received with the phone,but i was able to sort it out.

mobilejunkie

You've been very lucky. I gave up on luck about 4 months ago; now they pay or I go the LBA/court route. Got sick of phone calls making promises they NEVER kept and having original t&c changed on me (though I didn't let them do that). I am quite content that if I ever get as far as court (i.e. if they're stupid enough to let me!) I will easily win and it will cost them more. Many moons ago I'd have done the same as you - not any more!

Kijoki

I received the same thing from e2save but telling me my claim was too early.

I don't really understand as I took out the contract on the 22nd of august and my first bill was in september. So I sent them my bill dated in December which is the fourth month yet still they tell me it is too early???

I was going to call them but some of the posts here have spooked me tbh. Is my claim date wrong or are the employees at e2save too stupid to count to 4?

My first bill was on the 4th of september and covered basically 04-09 to 03-10
So I sent them the bill which said 04-12-03-01-'08 because surely this bill covers the fourth month I have been paying for. Or am I mistaken and should I instead send the one dated on the 4th of january?
Its awkward as the T&C's for CNM were like this as well stating months rather than bills and I used to do the same and I used to receive my cheques n everything...

alnsv1000s

With 02 they credit check you and set up an account when you place an order.

The date of connection if you port is approximately 5 working days later.

But if E2 save complied with Ofcoms guidelines you should have 60 days to claim, whereby you would have been covered. This is why they get away with offering more than other reputable companies.

Email a complaint to Ofcom to make them aware of the situation and tactics used.

They won't be able to act on your individual problem but the more awareness the better.

Also take the harder stance as per Mobile Junkie.

mobilejunkie

Kijoki; you have not understood either the legal nor the actual t&c; I suggest you have a thorough read on this and all other E2Save/OSPS threads plus my link earlier; I am not prepared to repeat everything every time a newbie comes on and asks the SAME questions having made the SAME basic mistakes. This has been covered many times recently. I took the time and trouble months ago to warn and clarify; now you must take the trouble to READ.

I must add that the legal t&c are IDENTICAL to Mobile Affiliates because THAT'S where E2Save and associates STOLE them from back in June; HAD you sent the SAME bill to them under these t&c not only would they have ALSO said it was too early BUT they would have charged you £10 for the privilage - so you don't seem to have understood them even then!