T-mobile change in T&C

thedalmeny

Bit of an update.

Person from complaints got back to me, she liaised with Legal regarding the text being a day after the charge increase. Legal have said they need to get in touch with the guy who organized the campaign to substantiate the claim i’ve made. IE: What texts were sent out, what text i received. As the one i’ve received is wrong. He's away on holiday at the moment apparently - so i won't be contacted till Tuesday next week.

Not entirely sure what it means though – i mean they’ve violated the contract by not giving me notice – with a text message on my phone to prove that. So where can i go with that. I presume i have to cancel my contract - pay cancelation fee and then claim it through small claims court – or is there an alternate route so i don’t have to shell out £600 odd.

boloney

contact cisas http://www.cisas.org.uk/

thedalmeny

boloney wrote: »

contact cisas

Do i have to wait up to 12 weeks before contacting CISAS as the site suggests?

thedalmeny

I’ve sent another huge email to sum up my issues to them – also followed that up with countless calls to hammer home the fact that i’m not going away. Got the complaints agent i'm dealing with to forward it straight away to the legal team. So now just to wait patiently until Tuesday / Wednesday for an answer.

Has anyone had any luck with this?

rev_henry

Well Hi everyone, I've just discovered this thread after setting up my own on this subject. I spoke to CS a few days ago and they initially said no, but to take it further I'd have to write to them. So I've written them a letter, to go to their registered office. I checked on companies house and this is the same as the head office they have listed on their website which makes things nice and easy for us. I'll send that recorded delivery and see what happens. Didn't know about the EU directive so haven't mentioned that. I'll have to do that when I get to the next stage of this. Like someone previously said, I got the message about them changing the roaming charges a day AFTER the new charged took effect.

thedalmeny

Well T-mobile has gotten back to me.

They acknowledged that they informed me of the change in price late and incorrectly.

They said they will notify in writing again of the change, and refund any additional costs i incurred from the roaming charges increase.

So basically they accepting they violated their own term and condition to give me notice.

They still won’t let me cancel my contract without charge, so i’m gonna have to goto CISAS / OFCOM with this complaint to take it further. They’ve really dug in their heals on this one.

Trying to get them to issue me with a DEADLOCK letter so i can goto CISAS now

Not sure how they afford themselves the right to cancel my agreement if i break any important T&C and not give me the same right.

Our immediate termination rights
7.3.1. We can terminate this Agreement immediately and You
must pay Us everything that You owe, including any
Cancellation Charge, if any of the following happen:
7.3.1.1. You break an important condition of this
Agreement or a number of less important
conditions;

thedalmeny

Well – Request for a DEADLOCK letter has been denied.

Asked them why, women said that it was due to them feeling “They hadn’t done anything wrong”. Explained to her it wasn’t about that, and that a DEADLOCK letter just points out you both can’t come to an agreement.. Which we can’t.

She just kept repeating “Well we aren’t giving you one and that is that.”

So blatantly a delay tactic. Really frustrating. They’re just trying to get more money out of me / bank of the fact i won’t eventually goto CISAS.

So now a good 10 odd weeks until i can contact CISAS

Think perhaps T-Mobile and that women in the complaints department don’t really appreciate how far i’ll take things. Spent 1-2 years in a battle with British Gas over a £1400 odd bill from an old property, they ended up wiping the account to £0 and giving me £1000 in return for the trouble. Plus someone got fired over the incident i believe.

Decided to make a complaint about the person i've been dealing with in complaints, as i'm a little annoyed about refusal of a DEADLOCK letter.


Hi Susan,

I would like details of T-Mobile complaint procedure and how i am able to make a complaint against Yourself (Susan) and the legal team, i would like to do this in letter form. So please provide me with the address to do so.

I would like the letter i send to go through a higher level of management, so i can be sure this will be taken seriously.

The reason for the complaint is your refusal to provide me with a deadlock letter for me to goto CISAS, with the reason being ‘Because you feel you haven’t done anything wrong and/or have provided a satisfactory resolution’

Perhaps you should read the dictionary definition of a ‘DEADLOCK’. Wait a moment, i’ll provide it for you.

deadlock
Noun
a point in a dispute at which no agreement can be reached

It holds nothing to do with whatever you feel about the complaint, simply that neither I nor T-Mobile can reach an agreement. That is by definition.

So that means your refusal to provide me with a DEADLOCK letter has no other motivation than to delay the involved of CISAS in this complaint. Whether or not you have the right to refuse giving me a DEADLOCK letter is irrelevant. Since you’re basically just treating your customers like crap, fabricating excuses for your actions and delaying more serious action so you can claw more money out of me until CISAS become involved. Which i think is disgusting.

If i treated customers for the company i work for like you treat yours, I’d be seriously reprimanded.

Regards,

aimake

hi thedalmeny.
did you follow the complaints procedure (see code of practice)? I got a final email back from them today, after emailing arbitrator-scheme at t-mobile.co.uk. (apparently their legal department). I guess, if you have followed their code of practice, they have to outline their final position, which is a deadlock letter. I am going get my application for the CISAS ready this weekend. Already received the application pack.

Btw, I am not sure whether CISAS will take your case on without having followed the code of practice.

I would hate to work in the t-mob complaints department.

_Andy_

thedalmeny wrote: »

Perhaps you should read the dictionary definition of a ‘DEADLOCK’. Wait a moment, i’ll provide it for you.

Since you’re basically just treating your customers like crap

I'd suggest removing the sarcy comment about deadlock and the word 'crap' if you really want them to take the letter seriously.

thedalmeny

Trust me guys, i've been nothing but polite over the phone with them. For the last 2 weeks, waiting patiently for them to get the information they needed from other departments.

I informed her politely of the definition over the phone, she just point blank refused to provide with me a DEADLOCK letter. Then refused to give me a good reason, saying it's T-Mobiles right and that's just the way it is.

She also stated during the telephone call that the letter final letter they send to me will actually state 'This letter should not be consider a DEADLOCK letter'. Which i thought was extra cheecky.

She knew exactly what she was doing and didn't care.

Plus in their code of practice it just states after 12 weeks you can goto CISAS, nothing about a DEADLOCK letter. It does state if they send a letter pointing out it can't be resolve, but what can you do when they actually state on the letter it can't be considered a DEADLOCK letter. Because she said they consider they have 'resolved it' whether i agree with it or not.

This is the only part that relates to CISAS itself.

"If after discussion with T-Mobile you are still unhappy with any aspects of our services, we have established, in
consultation with the Chartered Institute of Arbitrators, a straightforward and convenient procedure for
independent, dispute resolution. This process may be used where we are unable to resolve your complaint after a
period of 12 weeks from the date of your initial complaint has passed or if we write to you at any time informing you
that we cannot resolve the complaint.
"