beaver2111:Well I did exactly as Kappo advised me to do. I sent off the letters a few days ago but I have heard nothing yet. I gave them 14 days to get back to me. I will not let it go. These people just sit waiting for the smallest slip up and they shut up shop on you. Well I didn't make a slip up as far as I am concerned. I didn't even get the chance to make my first claim of £80. These people are really crafty. I have been in touch with the Office of Fair trading as well, they have given me some advice, so if I get nowhere with E2save I will try other avenues.

I will keep you posted.

Bev

I check the threads every so often but get emailed when someone replies to a thread I've participated in. Having received such an email today, I have noticed that Bev/Beaver2111 should have had some sort of correspondance this week - you sent them a letter on 22nd March, should be received by the 25th, so the deadline was 14 days roughly from then.

How's it gone Bev? Any response at all? Have Office of Fair Trading stepped in and helped? If none of these, the next course of action should be prepared and I'm here to help you (and others) if it's needed.

Hi Kappo, no I have heard nothing back from them, and yes 14 days must be up now. I look at the e mail from OFT and paste their reply on here for you to see. They did advise me not to stop paying the £40 per month to O2 (which I feel like doing) as it is not their fault. Thanks for your support. I will get the OFT e mail pasted on here when I find it.

Thanks again

Bev

Hi Kappo,k Here is the e mail I got from Consumer direct.

In reference to your query, you may have a claim against E2Save for a breach of an ‘express term’ of your contract with them. The ‘express term’ was that cashback would be provided at particular points within your contract. In failing to provide you with the cashback in accordance with the terms and conditions of your agreement, Fonezone would be in breach of an ‘express term’ of your contract with them. I would suggest that you check that you have followed the cashback procedure if this is outlined in the terms and conditions of your contract. if the terms and conditions relating to the cashback have not been followed accordingly, this may explain why the cashback has not been honoured.

I would suggest that you send a recorded delivery letter to E2Save, outlining the situation and stating that they are in breach of contract. Enclose copies of any terms and conditions you have highlighting the appropriate sections and enclosing copes of proof to show that these have been adhered to. Request that E2Save provide the cashback in the next 10 working days. The difficulty that you may face in this matter is proving that you sent the relevant paperwork to the trader, if this was required, unless you have proof of delivery.

If you are unable to resolve the matter with the trader, I would advise that you contact the Office of Communications (OFCOM) or the Office of the Telecommunications Ombudsman (OTELO) to see if they are able to offer you any further assistance in this matter. I have attached links to the contact details of both organisations below for your convenience.

Alternatively, you may wish to take legal action against E2Save through the small claims track of the County Court, where you would be leaving the matter in the hands of a judge to decide. Before taking action through the Court system, we would advise that you have proof of at least 2-3 recorded delivery letters sent to E2Save, as these will provide evidence that you have taken all reasonable steps to resolve the matter. It is worth remembering at this stage that legal action is the final route if all other avenues have been pursued.

Interesting reading that email. My process seems to be correct according to them then although I don't know where FoneZone come into it. I think it's time to send the final warning now to their offices and just to be extra diligent, to Charles Dunstone's email address which someone posted recently. I will post that email address at the bottom of this BUT abuse from other users for minor problems will only result in this being changed by them and spoiling it for those who drastically need this avenue. Your letter should follow the basic principles of:

"Dear Mr Dunstone,

I am writing to you directly as I feel I have no real option left within E2SAVE or Carphone Warehouse. Your customer service department seem insistent on passing my problem around and giving me false promises which are inevitably not delivered. I have attached a copy of the letter sent to ... on ... and this was not replied to, not even in acknowledgement. It was sent by recorded delivery as I have heard that your company do not 'receive' normal post!

My problem, like many others, is with your chequeback/cashback scheme. I applied for the first installment as instructed to do so by your brochures, shop staff and customer service representatives and it was returned after considerable delay with no justifiable reasons. You then claim I have forfeited my whole chequeback/cashback offer due to your delay tactics. Again, the necessary documented evidence is attached. I have not done anything wrong, and I have not forfeited anything. I have contacted Consumer Direct who back this up and I'm in the process of talking to OFCOM and OTELO about yet another customer being let down by E2SAVE and Carphone Warehouse.

I want my first chequeback/cashback claim and you have until ... (14 days again) to respond to this letter with payment (£...) and appropriate compensation for my constant chasing of your company to sort this, your mess out. I have no hesitation in taking this matter to the small claims court if I do receive what is rightfully mine."

Remember try and keep it short and concise and give them a 14-day deadline to reply by. I wouldn't mention the "express terms" yet as this is legal talk and could confuse you and them if you write about it. You may want to attach a copy of their email though (hiding all personal information). This should be sent by recorded delivery to Charles Dunstone at the CPW head office (Companies House website) and to the email address DUNSTONEC @ CPW.CO.UK . This should hopefully be passed onto someone to sort out quickly but given their reputation, who dares to dream. Good luck!

Hi Kappo,

You have been so helpful with this, thank you very much. I will be sending the letter tomorrow.

Thanks again

Bev

If you're sure of your ground, stop wasting time and just issue court proceedings. It's very easy to do on line. There is a £25 fee, which Carphone Warehouse/e2save pay if they lose. We need to stop them getting away with this time after time. Just make sure you're sure you're in the right before proceeding. I know I am.

TheMajor:If you're sure of your ground, stop wasting time and just issue court proceedings. It's very easy to do on line. There is a £25 fee, which Carphone Warehouse/e2save pay if they lose. We need to stop them getting away with this time after time. Just make sure you're sure you're in the right before proceeding. I know I am.

Whilst I agree TheMajor that they need to be stopped, you can't just go to court with anyone who does you wrong as soon as you're ready. As Consumer Direct advised and I learnt through my own court experience, you have to show that you have tried all possibilities. Unfortunately, the written word is still the most official and while we have all spent time chasing companies on their premium line numbers to sort out their mistakes (which we pay for), writing to them should/will make them work faster for you. If you have sent at least 2 letters and still got nowhere, you are seen in a much stronger position with the judge and extremely likely to get the verdict. If you just go to court - a friend did this - both parties will be told to go away and sort it out amicably before wasting his/her time again.

Hi

I too have been experincing cashback problems for bill received in Feb 2008. Whilst chasing the cash I was told that for the final bill (next one) I need to send it to a different address which is: e2save Claims, P O Box 8840, Loughborough LE11 9EL. The previous bill were sent to Redemptions, P O Box 4311, Dunstable LU6 9BJ as per their Cash Back voucher instructions. I feel this change of address may be yet another ruse to deny me my cashback! Has anyone any comments on this?

Incidentally, after much insistence I managed to get the address to write to to complain of their servise. it is:

e2save.com, High Level Complaints, 3R House, Belton Road West Extention, Belton Road Trading Estate, Loughborough, LE11 5XH

Will NEVER use e2save or Carphone Warehouse again!

Sham

Hi Kappo, just thought I would keep you updated. I have heard nothing back at all from Dunstone or anyone. Not even an acknowledgement...so... 2 weeks ago I sent off my original bill and slip etc, and they sent me back a cheque for £80 after telling me that because I sent the wrong copy my file would closed. I will do the same again in August and maybe I will recoup some of what I am owed.

Tse people are infuriating

Hi Bev,

This is slightly worrying to me as it's been 3 months since our last correspondence. Can I just check with you how often your cashback applications are to be made and when exactly you are to make them? Is it 1st application in February, 2nd application in August...?

I ask as if you were still having no luck with them but you have proof (recorded delivery or email receipt) that they received your correspondence then you should have chased this up much sooner and gone down the legal route by now. Which bill did you send in 2 weeks ago - I hope it was your February bill and 1st application slip? If not, they have potentially taken this recent bill as your 2nd application and you have potentially forfeited/given up on your 1st application. Please check this with them!!

If they have paid this cheque as your 1st cheque, then I'm afraid, chances are, you won't be getting any compensation for their delay tactics - they lack morales and ethics here and will deny any real wrong doing. My advice would be: Take the hit, learn not to deal with these amateurs again and send a letter acknowledging receipt of your "1st application FINALLY" and that if they do the same again with subsequent applications, you will not hesitate to take further action. This will set you up for any repeat performance and you can take to court much earlier in the process.

If they say this is your 2nd application, you must complain now and go back to the original plan of court action. The fact this is a couple fo months down the line will not be favourable to you as it looks like you did not care any more (unless you have good reason of course). I don't believe that you will not be able recoup this any further into your contract as they will just laugh at your lack of urgency.

Hello Bev

I have been reading your posts and it is certainly disappointing to hear you have not had any responses to your letters. I am interested into looking into your account to possibly resolve this issue.

Would you please be able to send an e-mail to custrel AT e2save.com for the attention of Bonnie and I will be happy to look into this further for you.

Kind regards

Bonnie

Hello all, I have just been looking through these posts. Is there an update? I have had six phones on the cashback deals over the last 3 years and have only had 3 problems! Each time I have contacted the company, politely,and resolved the problem straight away. I believe the company make the cashback deals awkward as, at the end of the day, we are being offered something for nothing or very little!! I have always been told NOT to take any notice of the terms in the welcome pack as they have been updated. I have had the revised terms explained over the phone and, after asking I have always had them e-mailed to me. Apparently the company expects a lot of claims to fail as that way they do not lose too much money! For what its worth my view is that where I work everyone else is happy to pay £30-£45 per month for their phones and mine is "free" over the 12 month contract so, even if a claim fails, I have still had a pretty good deal. Having said all I have I would still appreciate any feeback on any of the above threads please. Regards. Rob

Hi

I haven't (yet) experienced cashback problems, I am due one any time soon, and my final one will be sent in June. As far as the Loughborough address goes, thats where I have been sending all my claims to. Do you get text messages saying your claims have been received and you will get payment within 35 days? And here was me thinking to use E2save again.....perhaps not!!

Wow - nice one! Bev I hope this works out for you!!