T-mobile change in T&C

harj1185

Have just emailed them by logging onto 'my t-mobile' online, says will get a response within 12 working hours!

If they keep saying no I am willing to go small claims court, woman on the phone said it would be about £200 to cancel my contract, would I just pay this and then try and get it back or just cancel my DD?!

Any joy for anyone else at the moment?

martin82scott

slick4u_uk wrote: »

Just got my email back from them - can i take this further??

Thank you for writing to us about the increase in roaming charges. I'm sorry to hear that you wish to leave T-Mobile because of this as we do value your custom.

We've increased the cost of using your phone abroad due to the current economic climate and the relative weakness of the pound (GBP) against the euro (EUR). We've changed the rate to reflect the increased costs we've faced over the past year and continue to face now. But we're still complying with EU regulations.

I'd like to assure you that roaming charges have never been included in your price plan, they are an additional service. Our terms and conditions only give you the ability to close your account without paying a cancellation charge if we increase the price of charges for calls within your price plan.

If you would like to see where this is stated in your contract, make sure that you are first looking at version 55. Then, point 7.1.2 states that we can increase the price of an additional service on a reasonable period of written notice. The change will then apply to you once that notice has run out.

If you look at the later points that talk about changes to charges being of material detriment or an increase above RPI, those points specifically refer to point 7.1.4 which is about increases in price plan charges only. Those points to do not apply to point 7.1.2 about additional services.

Because of this, I'm unable to cancel your account without the early cancellation charge.

Thank you once again for taking the time to get in touch. I'm sorry I've not been able to cancel your account without charge. However, I hope I've been able to explain this clearly for you.

and i wonder what year this was drafted??!! cover yer back and all that!!
i reckon its an internet template download haha!

aimake

harj1185 wrote: »

Have just emailed them by logging onto 'my t-mobile' online, says will get a response within 12 working hours!

If they keep saying no I am willing to go small claims court, woman on the phone said it would be about £200 to cancel my contract, would I just pay this and then try and get it back or just cancel my DD?!

Any joy for anyone else at the moment?

I would also email them at cust.rel at t-mobile.co.uk, you will get a ref-number back, you might need that for court. Well, I have send them a registered letter as well. I am happy to pay and bring them to court. Just dont cancell your DD, as that will destroy your credit rating!

harj1185

aimake wrote: »

I would also email them at cust.rel at t-mobile.co.uk, you will get a ref-number back, you might need that for court. Well, I have send them a registered letter as well. I am happy to pay and bring them to court. Just dont cancell your DD, as that will destroy your credit rating!

I got a reference number for this too, if I have no joy I will use that address too.

Can I ask what address you sent the letter too? Also, was it just along the lines of if you don't respond and cancel then I will take legal action?

Thanks

aimake

harj1185 wrote: »

I got a reference number for this too, if I have no joy I will use that address too.

Can I ask what address you sent the letter too? Also, was it just along the lines of if you don't respond and cancel then I will take legal action?

Thanks

Hi,
its in here www.t-mobile.co.uk/content/pdf/mc22044_codeofpractice.pdf

Follow their procedure and then they have no way around respoding to you.

Yes, I told them that about EU and UK laws. Also, feel free to ring Ofcom (which I suggest you do and get a complaint ref. number.)

martin82scott

aimake wrote: »

I would also email them at cust.rel at t-mobile.co.uk, you will get a ref-number back, you might need that for court. Well, I have send them a registered letter as well. I am happy to pay and bring them to court. Just dont cancell your DD, as that will destroy your credit rating!

t-mobile just gave me that same email add. as im 'exceptional circumstances' and my issues cannot be solved by a manager.
the email add makes me chuckle!
liking the idea of ref number back though

harj1185

Had a few responses to my emails!

1)

Thank you for emailing us. I am sorry you are leaving us but I will try to help you as best I can.
I have had a look at your account, and the contract is due to end on 14/09/2009. If you were looking to cancel before then, you would need to give 30 days notice, and pay an early termination fee. As of today the fee would be £119.49
If you still want to cancel, you can do this be calling 150 from you handset (Option 5 then 3), call 0845 412 5000 from a landline, or email us back as well.
I hope this information is helpful to you, and please get back to me if you need any further help.

Kind regards

2)

I did answer your question. You asked to cancel and I gave the advice to this.The price plan you are on includes international calls made from the uk. Calls made outside the UK were never part of your price plan so there is no breach of contract.

If you require further information please write to the following address,

Complaint Investigation Team
Doxford Contact Centre
6 Camberwell Way
Doxford Technology Park
Doxford
Sunderland
Tyne and Wear
SR3 3XN

Kind Regards

Don't know what to make of it!! Have sent another email referencing post 46 above about how it includes the additional services!

aimake

harj1185, okay, well, what reason did you give them?

JimArnold

Here is the previous thread regarding the last time T mobile changed its T&Cs - earlier in the year

http://forums.moneysavingexpert.com/showthread.html?t=1592901

If you read this thread you'll see at least one person took them to Small Clamins court successfully

harj1185

aimake wrote: »

harj1185, okay, well, what reason did you give them?

first said that it will be of material detriment to me and therefore the contract is void and I wish to cancel.

to the second email i picked up the point from a prior post about how additional services are still services! Still no reply as of yet!

Just had a look through that other thread and someone successfully got money through the small claims court, only costs around £25 so may just try it!!!