Hi,

I just wanted to pass on information to people who might have had a problem
with e2save and their cashback scheme.

Basically I've been refused payment by e2save as my cash back claim and
airtime bill apparently arrived two weeks after the required deadline. It
was sent in plenty of time! I was told that if I could obtain proof of
delivery from the Royal Mail they would re-consider my case. It turns out
that no one signed for the recorded delivery item and I was offered a poxy
book of stamps as compensation because as far as the Post Office were
concerned it was a 'lost' item even though e2save confirm that they have the
paperwork.

£50 is a lot of money to me and I complained to Royal Mail customer services
so many times they gave me a number for the Royal Mail Chairman's Office in
London so I would go away! I spoke to a great person in their complaints
department there who agreed to find out why my Recorded Delivery item wasn't
signed for. He came back to me within 48 hours with the following info:-

- the po box e2save use for cash back offers currently has a mail
re-direction. In some cases this could mean that their mail is delayed up
to 14 days! Not ideal when customers are trying to meet time-sensitive
deadlines.
- e2save are under investigation by the Business Service section of the
Royal Mail for several reasons but mainly they are not signing for a large
volume of Recorded Delivery items which is generating a huge number of
complaints (and lots of free stamps being sent out as compensation!).

I assumed the Royal Mail was responsible for getting a signature for
recorded delivery post but it turns out that a corporate po box with a large
volume of recorded incoming mail could be treated differently - add on the
mail re-direction and it gets even more complicated.

Armed with this information I've gone back to the cashback contact centre
(this is handled for e2save by the Carphone Warehouse) who are now
reconsidering my "late" claim. They even admitted on the phone they were
fully aware of these problems with the post.

I can't guarantee you'll get your money back but hope this is useful to
people who might have had a similar experience. If anyone wants any more
information please email me and I will send you telephone numbers and other
details (just take the NOSPAM out of my address).

Stace