Hi I am experiencing the same problem. I did exactly the same and I got the same reply. I have raised the complaint but not sure what is going to happen. My cash back policy was £90 for 5 times. If you have done something to get the money back please let me know and I will do the same.

OK, thanks for that. I can see where they will try to 'get me' here. In my welcome pack booklet, in 2 places it says 'copy' the bill. The first reads: COPY THE MOST RECENT AIRTIME BILL, The second place reads: YOU WILL NEED TO A COPY OF YOUR MOST RECENT AIRTIME BILL, Nowhere does it say that the original bill has to be sent. These people are so crafty.

A couple of paragraphs down it reads " please ensure you adhere to these guidelines as failure to follow these procedures, or claiming outside the claim period, will result in the cashback offer becoming void".

I would take that as just that one claim being void. And anyway, as far as I can see I have stuck to the guidelines, by sending a copy. I have another contract with these people and I have sent original bills and copies, on one occasion they reckon the bill was received too late but that was rubbish I'm sure, but I have still claimed further cashbacks with that account. They seem to change the goalposts all the time, just sitting there waiting for any small slip up so that they don't have to pay out. I did not receive any 'paper' terms and conditions other than my welcome booklet so that's all I could go by.

After spending gruelling hours in a classroom full of some quite horrible 10 year olds these days, the position of Gordon Browns personal dishwasher sounds quite appealing!!!

Thanks for your help and support

Bev

Hi Bev,

Glad to hear you've sent the letters off. What deadline did you given them for responding? They will come back in one of 3 ways:

1. Deny anything wrong and blame your lack of urgency and say that your contract clearly states that you lose your whole chequeback claim after missing the 1st entry. As punishment for your error you must play for Arsenal until they win a trophy and become Gordon Brown's personal dishwasher.

2. Deny they have done anything wrong with the first cashback, apologise for you being inconvenienced and say that you still qualify for the rest of the cashback.

3. Apologise, say that a cheque is being raised for the chequeback claim and that it was an administrative error and continue as normal with rest of chequeback claim.

As you can see, the first is potentially possible but very unlikely. As long as your contract (like all everyone elses) states that you don't forfeit the whole chequeback based on one claim missed, then you will get either 2 or 3 back from them. Most likely though is that they will send the 2nd response - they don't like admitting they are wrong and hope that you will forget about it or not want the hassle of a pursuit.

Hi Kappo2007, Well, I did exactly as you advised me to do and sent the letters off Saturday, recorded delivery so let's see what happens. What do you think they will come back with?

Bev

Hi Rtx,

Sorry I have not replied sooner my computer had broken down, thankyou to you and everyone for there advice. In the papers and on the news it said the cashbacks were a scam according to Ofcom. Well thats all very well that they have noticed this and are going to fine these criminals, why are Ofcom not making these companies pay back all the customers they ripped off. The Government needs to step in and close these scrupulous companies down and they should face criminial proceedings for fraud. If Joe bloggs on the street had done this they would be put in prison, these greedy companies should face the same fate.

Thank you so much, that's great, I will do that tomorrow. I have been walking around all evening with the right hump over it.

I will keep posted

Thanks again

Bev

Hi Bev,

Firstly, you have done nothing wrong. You may already know that but I hope you feel better knowing that you are not alone in this and are going to get your just rewards here.

My advice is simple: Photocopy the booklet page that states that a copy of the bill is valid. There may also be a statement that covers that missing one payment does not forfeit the entirety of you chequeback 'gift' - if so photocopy this too. Next draft up a very brief and concise letter and send this to both: Andrew Heddle, Managing Director of E2SAVE and Complaints Department of E2SAVE (headquarters address is on Companies House website). Letter should cover the following:

"As part of the chequeback claim, I sent a copy of my bill on... . This is the RECOMMENDED process in the booklet given to me as part of my contract and you have rejected my application. The reasons given are in direct conflict with my contract and I therefore demand that my claim be sent to me as I have fulfilled all necessary measures. I have enclosed copies of a) the correct monthly bill which you returned to me, b) the booklet page stating that copies of bills are acceptable by yourself; and c) the booklet page that states that I have not forfeited my whole chequeback claim.

I expect a cheque for the chequeback claim of £... (plus reimbursement for my postage costs - £...) and written confirmation that I have not forfeited the rest of my chequeback by the ... [GIVE 14 DAYS FROM DAY OF YOUR POSTING]. "

Send this by recorded delivery and include in your postage costs - £1 each roughly. If you have to call them use the "Say no to 0870" website. Any more help, just ask. They deserve to be punished more but if you are unreasonable, they'll resist and it'll get you more angry.

I am absolutely fuming about E2Save!!!!!!! I sent off a copy of my airtime bill like it said in the welcome pack, I could have sent the original bill but as it stated 'copy' twice in the booklet, I thought I had better do just that. I sent it at the end of February now they have returned the copy of the bill to me with a letter saying that as I had not sent the original bill they could not let me have the £80 cashback and as I incorrectly sent the bill my cashback file has been closed sand I can't collect any future cashbacks which totals £400., The letter bill was stamped 7th March and the letter was dated 10th March. If they had sent it to me straightaway I could have resent bill but I only received it today (20th March) which means they have ensured that I have no way of sending another one in time. I rang them but they said more or less that theres nothing they can do and that I should have read the terms and conditions properly. I told them that in the welcome pack it says to send a copy but she said I should not have gone by that!!!!!!!!!!!!!!!! Can anyone advise me what to do, I am fuming....This is just a rip off......Bev

We're not talking pocket money here. Take a little off a lot of people and you can make millions. This behaviour is worthy of an organised crime syndicate. I am being denied my final cash back payment by e2save/Carphone Warehouse, because they say they did not receive the claim (sent by recorded delivery and validated as delivered by Royal Mail) I had an interesting conversation with a woman from the Royal Mail tracing service who said Carphone Warehouse are notorious within her department for saying they have not received recorded delivery items delivered to them. They refuse to sign for deliveries on an item by item basis and only sign for batches of 100s at a time. Why do they ask for claims to be sent recorded delivery? It's meaningless, but costs the consumer more! Some people will just give up. Carphone Warehouse also tele-sold me a '£10 a month 1 month rolling contract' with O2 when I said I wanted to switch to a lower tariff at the end of the existing deal. There is no such O2 contract! I was then actually put on a '£15 a month 12 month contract' (that I explicitly rejected during the sales call). I suppose they thought I wouldn't notice. I complained about mis-selling. I then tried to cancel the contract within the legally enforceable 'cooling off period', only to be told that I couldn't cancel as the sale of the contract was 'under investigation'. Unbelievable! Carphone Warehouse is, without doubt, the worst company I have ever dealt with. And you have to pay them to complain (via premium rate customer service numbers). And they seem to own most of the online retailers (including e2save). If this was a small business they would have been closed down by now, but because they're a big 'blue chip' company they seem able to act with impunity. I'm ranting now, but they've driven me to it!

christy:

Hi there,

I am actually out of pocket by £137.00, and I know I am not the only one, they did not repay all my cashback, anyone know where I can find a good Lawyer, who has won any customer cashback cases, or any organisation who will take on these rip off merchants. Please let me know.

You can see my experience with them on the thread "Chequeback through Carphone Warehouse" - it's the same company:

http://www.moneysupermarket.com/community/forums/t/cheque-back-through-carphone-warehouse-2442.aspx

With regards to your comments specifically, you don't need a good lawyer, or a lawyer at all, if you proceeded properly as they will settle out of court or not bother turning up. More info is needed for me to offer any specific help:

How many claims in total in your deal, and which one was not paid?

Did you send by recorded delivery?

How have you proceeded with your complaint?

There is a certain procedure before going to court as it will be in your favour, if it is 'the only option left' for you. You may be seen to have wasted the courts time otherwise.

P.S. I offer advice on the basis of my experience with this company and experience of working in professional services. I am not a lawyer! I would still advise speaking to someone either training or qualified but not in a paid capacity just to quantify where you stand.

I am not a lawyer but I suggest you do the following:

1. Write to the registered office address of Carphone Warehouse Limited. You can find this by going to www.companieshouse.gov.uk , clicking on company information and searching for the company by its name.

2. In your letter set out your case simply. "You owe me <this much> for cash back claims on telephone number <so-and-so>, transaction id <whatever>. You have only paid me <how ever much they have paid>. You still owe me <bucket loads>. If you do not pay this amount within 15 days of the date of this letter then I shall without further notice take legal action against you to recover the outstanding amount. If this is necessary, I shall also seek to recover my legal and other costs and interest on the debt." Head the letter "Reminder and Final Notice". I would suggest something like the above. you may want to reference that this is an e2save transaction.

3. Make sure you date the letter, that you mark it for the attention of the "Company Secretary", and that you send it recorded delivery (and check on the Royal Mail web site that it has been delivered, using the tracking number given to you by the post office.)

4. If they do not pay up within, say 20 days, go to www.moneyclaim.gov.uk and issue an online claim through the courts against them. The Money Claim web site has been down or not working properly since 19 December 2007 but hopefully if this is necessary, it should be working by then.

5. Post again if you need help issuing legal action against them.

ATB,

RtX

Hi there,

I am actually out of pocket by £137.00, and I know I am not the only one, they did not repay all my cashback, anyone know where I can find a good Lawyer, who has won any customer cashback cases, or any organisation who will take on these rip off merchants. Please let me know.

E2save.com (part of Carphonewarehouse) have recently sent me my final cashback cheque.  It was £1.18 less than it should have been.  Cynically, I am thinking do this to 10,000 people and you have made an extra £11,800.  It is also an amount that is too little to chase - it would cost more on their darned 0871 lines just to get eventually a promise that they'll pay it (and I wonder if it would turn up).  Even sending a letter is not worth it and they'll ignore e-mails and faxes (although I do not have a fax number and e-mails I have sent before just were never responded to).  There is something about the principle of chasing them that I like.

Has anyone else experienced the same "problem"?

 

ATB,
RtX