Tmobile price increase

RandomCurve

Not sure if it is game over or not.

For those who have already asked for cancellation then we should still be okay - T-mobile were in breach, we asked for cancellation and therefore there is no contract to apply an increase to. For those who have not cancelled I think there are 2 arguments that you could use, but would probably need to link them.

Argument 1 is that T-Mobile could not possibly have been referring to March 3.3% when they announced in March that they were using 3.3% nor when they wrote in early April therefore they were using the wrong months RPI for that which the contract allows,

Argument 2 is........well I can't tell you until 9th May - otherwise our good friends at T-Mobile will close the loophole (if it is actually a loophole) -not trying to be "cloak and dagger" here - just trying to protect our interests

I would advise holding off until 9th May before writing if you have not already requested cancellation.

johnnyshuttle

I'm so annoyed, wish I'd stayed with Virgin...
Told me it'll cost £400+ to leave..... Robbing ba5tards!!!!

adamoneill88

Hi all, new to the forum but have been watching the developments with interest.

I too received a letter (5th April) notifying me of a planned 3.3% rise to take effect on May 9th. I sent an email on 11th April to the following email addresses;

executive.office@everythingeverywhere.com, Jackie.O'Leary@ee.co.uk
Pippa.Dunn@ee.co.uk

I stated the obvious with regards to T-mobiles breach of T&C's and told them that 'In light of this breach of contract, I give you immediate notice prior to the change coming into effect and demand my contract be cancelled under section 7.2.3.3 of your T&C's, no later than the 9th May 2013. Failure to do so will result in a complaint being lodged with OFCOM, and in addition to this the full use of social media platforms to voice my concerns over T-Mobiles business conduct and etiquette' I got back the standard 'thank you for you email' response and was told that a case manager would respond within 7 days. Still not heard anything back so called customer services a couple of hours ago. The first agent I spoke with was completely clueless. I told him I wished to exercise my right to cancel the contract due to breach of contract etc and he put me though to retentions. I then repeated myself and explained the situation to retentions. I was told that T-mobile can increase their prices at any time and that this was indicated in section 7.1.4...

We can increase any Price Plan Charge. We will give You Written Notice 30 days before We do so. The change will then apply to You once that notice has run out.

I then stated section 7.2.3.3...

The change that We gave You Written Notice of in point 7.1.4 is an increase in Your Price Plan Charge (as a percentage) higher than any increase in the Retail Price Index (also calculated as a percentage) for the 12 months before the month in which We send You Written Notice and You give Us notice to immediately cancel this Agreement before the change takes effect.

She told me that their increase of 3.3% was based on January's figures! She then told me that this is an issue for the billing department as they have been trained to deal with these issues. I am now waiting for a call back from a manager.

I will post an update when I have spoken with the manager.

Adam

50Twuncle

I have a new contact at EE - Who is responding to emails sent to
Jackie O'Leary - who is currently out of office [EMAIL="Stephanie.Taylor2@ee.co.uk"]Stephanie.Taylor2@ee.co.uk[/EMAIL]

adamoneill88

21Twinkle wrote: »

I have a new contact at EE - Who is responding to emails sent to
Jackie O'Leary - who is currently out of office [EMAIL="Stephanie.Taylor2@ee.co.uk"]Stephanie.Taylor2@ee.co.uk[/EMAIL]

I had this email from Stephanie Taylor last night...

Dear Adam,

Thank you for your email that we received on 16 April 2013. Jackie O'Leary is away from her email so on her behalf I have asked a member of her team to investigate and they will come back to you directly within the next 7 working days, depending on the complexity of your complaint.

If you need immediate help then please call 150 and the customer service team will be very happy to help you resolve the matter with you.

Yours sincerely,

Stephanie Taylor
PA to Jackie O'Leary

This looks to me like they're buying time. I sent original email to them on 11th April and the automatic response said the case would be investigated within 7 days, now it will be more like 12 days! To top it off was awaiting a call back from a manager that I never received. Been back onto them today and I am again waiting for a managers call back.

Adam

50Twuncle

adamoneill88 wrote: »

I had this email from Stephanie Taylor last night...

Dear Adam,

Thank you for your email that we received on 16 April 2013. Jackie O'Leary is away from her email so on her behalf I have asked a member of her team to investigate and they will come back to you directly within the next 7 working days, depending on the complexity of your complaint.

If you need immediate help then please call 150 and the customer service team will be very happy to help you resolve the matter with you.

Yours sincerely,

Stephanie Taylor
PA to Jackie O'Leary

This looks to me like they're buying time. I sent original email to them on 11th April and the automatic response said the case would be investigated within 7 days, now it will be more like 12 days! To top it off was awaiting a call back from a manager that I never received. Been back onto them today and I am again waiting for a managers call back.

Adam

Thats exactly the same - word for word as I received (except for the name - "Adam")
I do hope that Jackie is OK - and not gone sick through STRESS !!

adamoneill88

21Twinkle wrote: »

Thats exactly the same - word for word as I received (except for the name - "Adam")
I do hope that Jackie is OK - and not gone sick through STRESS !!

Ha....I wouldn't want to be doing that job at this moment in time!!

T-mobile are fighting a loosing battle me thinks....

adamoneill88

adamoneill88 wrote: »

Ha....I wouldn't want to be doing that job at this moment in time!!

T-mobile are fighting a loosing battle me thinks....

Twinkle - I take it then that they also stated in your email that they received the email on the 16th April? I sent the email on the 11th and was instantly suspicious when they stated this date because of the release of March's RPI figure of 3.3% yesterday. I know that by the letter of the law we are right in the case we are putting to them but I was curious as to whether this was going to form a basis of their argument going forward

d123

adamoneill88 wrote: »

Twinkle - I take it then that they also stated in your email that they received the email on the 16th April? I sent the email on the 11th and was instantly suspicious when they stated this date because of the release of March's RPI figure of 3.3% yesterday. I know that by the letter of the law we are right in the case we are putting to them but I was curious as to whether this was going to form a basis of their argument going forward

The only date that matters is:

the Retail Price Index for the 12 months before the month in which We send You Written Notice

The RPI could have been 90% in the month that they sent the notice or anytime thereafter, it's only the month before that matters.

adamoneill88

d123 wrote: »

The only date that matters is:


The RPI could have been 90% in the month that they sent the notice or anytime thereafter, it's only the month before that matters.

D123 - Completely agree, I think we have them by the short and curly's!

Another thing, does anybody know whether T-mobile can increase the total cost of the contract i.e inclusive of the 20% VAT? They have based the calculation of my price increase on the total cost of my contract of £21.17. The cost of my current price plan is £17.64 plus the 20% VAT of £3.53 that I pay on top.

Adam