I am writing about how carphonewarehouse,e2save sold me a misleading contract then tricked me when i tried to cancel the contract withing 7 day period and finaly today i learned i got bad credit rating .
I bought a 12 month contract mobile from an online website www.e2save.com dated sept/2007. At the time of selling they said its a 12 month contract 11 months free effective cost after cash back will be £3.75 per month and "What appears on your bill = £45.00" and its "O2" contract i.e. "O2 800 min + 500 sms".
Since they advertised this contract under the BRAND NAME & LOGO of O2 its obvious for a customer to believe he is signing a contract direct with O2 and will use their services i.e. customer service, usage allowance check and billing services etc.
But after couple of days when I tried to use O2 service to check my usage allowance I was denied by their system to use this service. I noticed I couldn’t use “O2” direct services at all rather I have to deal with another company (middle man) called O2 at CARPHONEWAREHOUSE and my allowance was also not 800 mins according to contract but something like 200 mins I got suspicious. I phone e2save.com customer service about these issues. This person failed to satisfy me and since I was in my 7 day cool off period I told him to cancel this contract he said he can’t cancel rather i have to ring another phone number which is specifically for returns. He gave me returns department phone no (0871 2225522). Since my intention was to cancel this contract I phone their returns dept and clearly said I want to cancel this contract but their returns dept official started giving me assurances that there won’t be any extra charge and you will end up paying effective cost of £3.75 per month after cash back and effective cost per month won’t rise. He also said I am writing an extra note for you.
After my first bill Sep 2007 I spoke with billing company which turned up to be "O2 CPW" O2 at CARPHONEWAREHOUSE not direct "O2" as they advertised under O2 brand name & logo. Their member of staff said you have to pay this pro rota billing= £22.50 on top of your 12*£45 payments and this amount is also not included in your cash back. I said why you didn't inform me at the time of selling this contract he said go back to the people where you bought this contract. I phone "e2save" and they said this is network billing service providers issue we can't do anything for you. I said why did you say in email dated at the time of contract which clearly speaks "What appears on your bill = £45.00" and effective per month cost after cash back will be "£3.75"
Below is a list for easy understanding.
1-The contract email clearly says effective cost of £3.75 per month and "What appears on your bill = £45.00" it doesn't say pro rota billing. I will end up paying more than effective cost of £3.75 per month after including non refundable pro rota billing = £22.50 i.e. effective cost will rise to= £5.63 which is higher than they advertised so it’s a MISLEADING PRICE which is a CRIMINAL OFFENCE.
Furthermore none of them "e2save.com" and "O2 CPW" are ready to take the responsibility of this problem. If I contact "e2save.com" they said contact "O2 CPW" when i contact "O2 CPW" they said go and contact "e2save.com".
I believe during the time of 7 days return period their RETURNS DEPT gave me assurances first to relax me i.e. by saying “I am writing an extra note for you” second just to pass this period once return period is over they are coming up with different statements.
2- They sold me contract while printing the name of “O2” and displaying the logo of "O2" but actually I cannot contact O2 at all rather I have to deal with "O2 CPW" which is "O2 at CARPHONEWAREHOUSE". This is again Misleading Customer.
3- Their returns dept member of staff told me he is writing a note about this issue but in email reply after complain about effective cost rise they said there is no such note exist
4- In email communication www.e2save.com also denied the existing of my call to their returns dept during cool off period but when i provided the proof of this call in my BT Itemised billing then they said they will contact me in next few days but since then even after three reminders they never talk about this call.
5-I have offered them to settle this issue but they said you have no other option but you have to go with us for 12 months otherwise we will damage your credit history.
6-I have also requested the electronic copies of phone conversations between me and their officials to prove my case but they have stopped answering emails after . Officially they respond within three days as you can see in attached documents.
Finally On Monday I have received an email reply from them after I have sent them a final notice. They asked me to pay £10 to get the electronic copy of call, I don’t mind paying but there is ambiguity in their email . I asked them about three calls but she refers to only one call which is to sales dept in her email. She didn’t discuss my call to their RETURNS DEPT which she denied in her email. I am not sure either I would be able to get the electronic copies of all three calls.
7- Finally i got this response from them “Please note that any E-mails sent to this address will not receive a response as this Mail box is no longer manned”. I used the alternative methods many times but i am getting auto generated repetitive email answers which are not relevant to this problem at all.