Tmobile price increase

lazyjack

I think a major factor in people not following up complaints (sadly I include myself in this), is they have zero confidence in Ofcom, OFT, CISAS etc actually doing anything about it. It shouldn't take hundreds of complaints to get things sorted out. I honestly don't believe the people dealing with the complaints understand as much as they need to.

Personally speaking, my rise was around 50p per month but I only have 4 months remaining. I will simply walk away from EE and never return. They will lose a lot more in the long run. Also, after a bad experience with a British Gas complaint I couldn't justify the amount of time required along with the added stress. It's like chasing shadows.

That said, I wish you all every success and maybe the effort you guys have put in may help stop this sort of thing happening again further down the line.

Best of Luck !

ruflonger

RandomCurve wrote: »

This is interesting - well found!

There would need to be three GLOs - a Pre and POST Oct 2012 and one for those issued with PAC codes with Penalties which were never requested.

The issue with them is that if you lose the other sides costs can still be awarded against you - so we would need several 1,000 "joint litigants" to make any costs minimal. How would we go about getting that much support? We are over 33,000 views but only 3 emails have been sent to Ofcom re post #1,000 so I just don't believe we would get the critical mass - which is exactly what TM are banking on!

FYI - I sent the email but got a bounce back on

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed:

eevenrandomcurve@gmail.co.uk

Hominu

Over a thousands posts from people complaining about a 60p raise in your monthly payment? Really? Wow. I know this is a money savings site, but I think thats a bit over the top, and then complaining to OFCOM and the media is just amazing (actually, quite sad that you have nothing better to do with your life)

Meanwhile, Your favourite supermarket increases the price of your weekly shopping by a few £s (a significantly higher percentage) and no one cares.

I'm surprised they didn't increase the price by about 10%, that would be more in line with inflation, considering I've not had a single increase in the past 4 years I've been with Orange/EE, and on par with energy companies.

Lifes_Grand_Plan

Hominu wrote: »

Over a thousands posts from people complaining about a 60p raise in your monthly payment? Really? Wow. I know this is a money savings site, but I think thats a bit over the top, and then complaining to OFCOM and the media is just amazing (actually, quite sad that you have nothing better to do with your life)

Meanwhile, Your favourite supermarket increases the price of your weekly shopping by a few £s (a significantly higher percentage) and no one cares.

I'm surprised they didn't increase the price by about 10%, that would be more in line with inflation, considering I've not had a single increase in the past 4 years I've been with Orange/EE, and on par with energy companies.

Last time I looked, I wasn't contractually obliged to shop at any supermarket, therefore am free to walk away and shop elsewhere if I wish.

The amount of the rise is not the issue here, it is T-Mobile breaking the terms of their contract - something which if the consumer did, they would come down on them like a ton of bricks.

If you or anyone else is happy to roll over and have your belly tickled then I'm fine with that, but i'm one principled stubborn git. :rotfl:

d123

Hominu wrote: »

Over a thousands posts from people complaining about a 60p raise in your monthly payment? Really? Wow.

A poor attempt at trolling.

The rate of increase has no bearing, it could be 1p, £1 or £100. If you had a clue, and an idea of what the thread is about you would realise it is the breach of contract, and subsequent refusal by T-Mobile to remedy the breach that is the issue.

Personally, I probably won't be any better off financially if T-Mobile were to be ordered to abide by their T&Cs, that isn't the issue (and from the start I fully expected to lose as T-Mobile/EE are in a position to pressurise the regulator and CISAS to be more sympathetic to their case).

But if we succeed in making this a costly (and PR damaging) episode for T-Mobile EE, then I would feel it has been a success. T-Mobile need to learn they can't just do as they wish, they made the T&CS, it isn't much to expect them to comply with them.

anna2007

d123 wrote: »

Out of the blue I've just received an email from OFCOM with a reference number for my complaint about the way CISAS and T-Mobile are handling the adjudication complaint. Maybe it isn't all over yet as I previously thought.

Don't expect too much to come of it - Ofcom did exactly the same to me weeks ago (I'd been copying them into all of my emails to EE) and they asked to use my case as "evidence" to take up the RPI issue and deadlock refusals with EE. Then Ofcom made the statement in the MSE article that EE's approach was reasonable (I'd sent them EE's latest email with the THIRD interpretation of RPI the day before the article), so they were obviously just feeding me bullsh*t all along. I've just sent the following email to [EMAIL="graham.howell@ofcom.org.uk"]graham.howell@ofcom.org.uk[/EMAIL], which means when he, like Ofcom, does nothing, I can take it to the Parliamentary Ombudsman via my MP:

Dear Mr Howell,

I attach the latest email from your Consumer Contact Team, clarifying Ofcom's position in relation to my complaint; Ms Taylor will be able to provide you with all previous correspondence between us.

I did appreciate that, at the time Ofcom requested to use my case as evidence when corresponding with EE, you were not offering to take up my individual case with them. What I did expect, however, was that Ofcom would properly investigate my concerns and take appropriate action regarding EE's conduct towards its customers, as well as the apparent unfair contract term (clause 7.2.3.3), and deadlock refusals. This was certainly the impression I was given when the Consumer Team informed me that they would take up the issues with EE.

I was therefore surprised and very disappointed when I read an online article on the Money Saving Expert website, dated 7 May, which stated:

"Telecommunications regulator Ofcom adds that it has examined EE's terms and conditions and says: "We consider the approach they [EE] have taken is reasonable and do not consider that we need to take further action."

I assumed that Ofcom's review was ongoing at that time (particularly as I had just emailed new evidence to you showing EE had changed its stance on the RPI rate for a third time). I therefore felt that your claim to be reviewing the issues was somewhat insincere, given that you couldn't possibly have taken into account the fresh evidence when you made the above statement.

I see little point in Ofcom having a Consumer Team if you don't actually take appropriate action to protect the consumer in such situations. It was my understanding that Ofcom, as regulator, has a legal obligation to take action when there are consumer protection issues relating to Communications Providers; however I am sorry to say that the impression I now have of your organisation is that it is entirely ineffective, lacking in transparency, and has little genuine interest in protecting consumers.

You insist on the fact that you cannot look at individual consumer complaints and, as a result, you don't seem to answer to anyone when an individual consumer raises real concerns. I know that I am not the only one to have complained regarding the above issues with EE; as I intend to start an e-petition, it would be useful if Ofcom could give an indication of how many signatures would be required before you would agree to properly investigate the matter and take appropriate action?

Your comment that CISAS is the appropriate body to assess whether EE has complied with its terms and conditions appears to be factually inaccurate, given that CISAS are now informing complainants:

"The increase in RPI is a business decision which CISAS cannot consider. Further, CISAS cannot consider whether there has been a breach of contract as asserted, as this cannot be reviewed without also examining the price increase. The issues cannot be separated therefore the claim is outside the scope of the scheme".

I consider the above position to be completely ridiculous; it effectively means that CISAS would never be able to adjudicate on a case, given that all of a CP's actions stem from the business decisions that they make. In the case of EE, complaints obviously relate to the breach of contract regarding their refusal to allow customers to cancel without penalty, and has nothing to do with EE's original business decision to impose a price increase. What is the point in having a contract at all if EE can excuse its actions and any breach of contract by reference to the business decision that brings a contract term into effect?

Given that neither Ofcom nor CISAS appear to be protecting consumers' interests in relation to this matter, I would assume that the only real form of redress for these customers is to take it to the small claims court. I therefore believe there to be serious failings relating to your respective duties and obligations to consumers, and would request that you review my case with a view to taking urgent action to address the issues I have raised.

If you remain of the opinion that no action is required by Ofcom, it is my intention to raise the issues with the Parliamentary Ombudsman via my MP.

Best Regards,

Chimper

Maybe it's time to reflect on what's been done here and also look at the bigger picture.

We're not the only ones involved in a campaign against T-Mobile (inc EE and Orange), there are discussions on other forums and plenty of activity on the social networks. I'm in constant contact with a number of other customers who have never posted here. And they're only a very small percentage of customers

with complaints about T-Mobile. They in turn are in touch with other T-Mobile customers. So let's not worry too much about the response on here.

While our complaint is concerning the breach of terms over the price rise, others involve the attitude of customer services, signal reception, witholding refunds etc. Try reading Twitter or Facebook and you'll realise the scale of this - T-Mobile are in a complete mess. As far as Facebook is concerned, you also need to realise that T-Mobile censor their page and often remove posts and ban people from posting. So what you see reflects only a small portion of the customers complaining.

As well as the general public, complaints are coming from business users including solicitors, so don't think we're alone in this, or that there's no one with influence. I'm sure there's plenty going on behind the scenes that we don't see here.

While RandomCurve has done a lot of hard work in progressing the complaint, which I'm sure many of us thank him for, the mass emailing isn't the only route. In fact it can at times be self-defeating as most of these companies have email servers that may treat mass emails as spam. Using his emails as a template by altering a few words and changing the subject can have a better chance of getting through. So I'm not too concerned if only a few repost these emails. An individually worded email to press or investors can sometimes be better, and who knows how many of these have gone out.

As far as the T-Mobile management themselves are concerned, it's anyone's guess. What we do know is that the message coming from all these disgruntled customers can't be ignored for too long. Make what you like of the fact that they've blocked their general email address, they've diverted their main phone number to customer services, and the person in charge of customer services has left. Why Jackie O'Leary left is unknown, but it seems to have happened very suddenly. Did she jump or was she pushed? Maybe she's gone so that Olaf Swantee can hang on to his job a bit longer, who knows. They are certainly in lockdown mode. But if they don't do something then the problem won't go away, only the customers.

Whether T-Mobile buckle in now and cancel our contracts or not, they have lost. They've lost a lot of customers now or in the future. They've lost trust in the company, and any reputation they might have had is gone. They are on a damage limitation excercise but most people will not forget them this time.

Hands up anyone that would take out a contract with them again, if they have the same management. I'll never renew with them, will you?

lazyjack

lazyjack wrote: »

although now resolved it's not something I would fancy going through again. The long, drawn out complaints procedures seem designed to put off all but the most determined (and clued up) people. Then, after all the time and effort spent gathering and submitting evidence etc, the outcome leaves you thinking, why did I bother ?

This is the exact wording I typed on December 4th relating to my complaint to the Energy Ombudsman. This EE thread just backs up my opinion that the 'consumer' bodies are completely useless.

RandomCurve

ruflonger wrote: »

FYI - I sent the email but got a bounce back on

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed:

[EMAIL="eevenrandomcurve@gmail.co.uk"]eevenrandomcurve@gmail.co.uk[/EMAIL]

Whoops - Should be .com [EMAIL="eevenrandomcurve@gmail.com"]eevenrandomcurve@gmail.com[/EMAIL]

Thanks for spotting that.

d123

I didn't think it could more strange, T-Mobile have just sent me a letter, which seems to me to be a monumental mistake on their part.

Remember, the CISAS case is on hold because T-Mobile claimed they didn't accept it was in CISAS's remit to consider the case.

So then why do T-Mobile EE Executive Office send a letter (described as on behalf of Olaf Swantee) that says the following?:



I think I'll be forwarding a scan to CISAS with a query as to why it's on hold when T-Mobile have acknowledged the case is at CISAS and they will await instructions from them regarding the account. Seems in black and white the T-Mobile have agreed to CISAS adjudication....

All the fun of the fair .