Tmobile price increase

anna2007

Chimper wrote: »

I'm not sure if this is T-Mobile's feeble attempt at an apology, but I've had an email from their legal team stating:-

"I refer to the adjudicator’s decision in the above matter. Please accept our apologies for any inconvenience caused as a result."

That's even more feeble than a cut-and-paste!

My first thought was TM's still monitoring the thread, saw talks of using the apologies as evidence of breach of contract, so will make a general apology from now? Or just my paranoia

Did your adjudicator state what TM should apologise for, or more general than that?

On a separate point, just saw a PM from MSE's Helen, asking for more info and evidence of my CISAS decision

Chimper

anna2007 wrote: »

That's even more feeble than a cut-and-paste!

My first thought was TM's still monitoring the thread, saw talks of using the apologies as evidence of breach of contract, so will make a general apology from now? Or just my paranoia

Did your adjudicator state what TM should apologise for, or more general than that?

On a separate point, just saw a PM from MSE's Helen, asking for more info and evidence of my CISAS decision

It is a pathetic attempt.

All the adjudicator says is "I direct that the company should provide the customer with an apology."

Whether that is a sufficient apology we'll have to wait and see. I don't see anything wrong in asking the adjudicator for their opinion once the time has run out for T-Mobile to comply.

I have no doubt that T-Mobile are monitoring us In fact I think they've upped the number of press releases they've put out lately. Just like politicians do to bury the news when there's something bad to report.

It's still early days, but I think news will start spreading with The Register and MSE publishing the successes.:)

adamoneill88

makemesumdosh wrote: »

My adjudicator was appointed on Friday last week so fingers crossed for the right result

Mine was appointed last Thursday morning, still not heard anything. I will post the outcome as soon as I know.

Oh - and good luck!!!

Adam

d123

Got this from T-Mobile today after emailing Olaf and asking how they were going to comply with the refund, I also complained about the attitude of the agent who I dealt with during the case.

Your concerns have been raised to our Legal Team, who have reviewed the account and refund request. They have asked that I assure you that we will comply with the terms of the settlement, by the specified due date, in accordance with our CISAS obligations.

Your comments regarding the conduct of I]the snotty agent[/I have been raised to her Manager, who will in turn address any necessary training issues with I]the snotty agent[/I.

I trust that this is of assistance.

Though she'll probably get a bonus for being a good Orange robot and having been unhelpful above and beyond the required level.

xkpa

Hi guys, i read the whole thread, but now it is a mess in my head Please can someone which is more into the details of the issue can help me. So I checked all my letters (i save them just in case) and the only letters from T-mobile are for advertising their broadband, nothing about price increase. I have also lost their SIM card, I have only used it few weeks after I signed the contract back in July 2013.

So I found out about this price increase when I paid my bill on 2nd of June 2013. Can I consider this as T&C breach, because honestly nobody informed me about the price increase and I didn't have a chance to cancel my contract because of the wrong RPI. Can I win this battle if I start now or it is too late for me? Thank you

Lifes_Grand_Plan

xkpa wrote: »

Can I win this battle if I start now or it is too late for me? Thank you

I think the situation with CISAS where some cases are being won and other lost proves one thing - no one can say for definite if you will win or not... but if you don't try then you'll definitely not win!!! Be prepared for a battle if you do try it though.

I suggest you go for it:
1. Immediately ring T-Mobile and tell them your bill has gone up and you want to know why. When they say about the price increases, let them know you were never notified and aren't happy.
2. E-mail T-Mobile Executive and complain that you were not notified of the price rise. See what their response it.
3. Depending on the result of 2., start a CISAS claim.

anna2007

Lifes_Grand_Plan wrote: »

I think the situation with CISAS where some cases are being won and other lost proves one thing - no one can say for definite if you will win or not... but if you don't try then you'll definitely not win!!! Be prepared for a battle if you do try it though.

I suggest you go for it:

The CISAS adjudicators have stated that the customer has to prove, on a balance of probabilities, that TM have done something wrong.

If there's a note on the customer's account that written notice was sent, how does the customer prove this wasn't received? The only part of my own CISAS case that wasn't upheld was that TM delayed responding to my complaint - there was a TM letter dated 10 Apr which I didn't receive until 25 Apr - the adjudicator clearly found TM did respond in a timely manner, based on the note on my account (and although I passed a copy of the letter to CISAS on 25 Apr, this doesn't prove I actually received it on that date).

Even if there's no note on the customer's account, would the adjudicator not find that, on the balance of probabilities, notice was sent, given that the vast majority of customers obviously did receive it?

If I thought such a complaint had any chance of success, I'd be first in line to say go for it, but I honestly can't see CISAS accepting that notice wasn't received when there's no proof.

Lifes_Grand_Plan

anna2007 wrote: »

The CISAS adjudicators have stated that the customer has to prove, on a balance of probabilities, that TM have done something wrong.

If there's a note on the customer's account that written notice was sent, how does the customer prove this wasn't received? The only part of my own CISAS case that wasn't upheld was that TM delayed responding to my complaint - there was a TM letter dated 10 Apr which I didn't receive until 25 Apr - the adjudicator clearly found TM did respond in a timely manner, based on the note on my account (and although I passed a copy of the letter to CISAS on 25 Apr, this doesn't prove I actually received it on that date).

Even if there's no note on the customer's account, would the adjudicator not find that, on the balance of probabilities, notice was sent, given that the vast majority of customers obviously did receive it?

If I thought such a complaint had any chance of success, I'd be first in line to say go for it, but I honestly can't see CISAS accepting that notice wasn't received when there's no proof.

I think you are getting too wrapped up in trying to second guess CISAS. Why bother. I clearly stated to xkpa that it would be a battle (which by definition they may or may not win) but if the OP wants to go for it then I don't think its anyone's place to put them off.

Whats the worst that can happen - CISAS throw out the claim, the OP loses only 30 minutes of time.

There is a world of difference between a letter being delivered late (which could be Royal Mail's fault) as in your case and a letter not being delivered at all, since in the former it is clear that T-Mobile did actually send the thing... proving it is a different matter I freely admit.

anna2007

Lifes_Grand_Plan wrote: »

I think you are getting too wrapped up in trying to second guess CISAS. Why bother. I clearly stated to xkpa that it would be a battle (which by definition they may or may not win) but if the OP wants to go for it then I don't think its anyone's place to put them off.

Whats the worst that can happen - CISAS throw out the claim, the OP loses only 30 minutes of time.

There is a world of difference between a letter being delivered late (which could be Royal Mail's fault) as in your case and a letter not being delivered at all, since in the former it is clear that T-Mobile did actually send the thing... proving it is a different matter I freely admit.

Wasn't trying to "second guess" CISAS, my opinion was based on the fact that they have confirmed the onus is on the OP to prove s/he didn't receive the letter, and the fact that there's no way of proving that.

Neither was I trying to put the OP off going to CISAS - they asked if there was any chance of winning and I offered my opinion - just because my opinion's different from yours, or might not be what the OP wants to hear, makes it no less valid

I only mentioned my letter as to me it is similar, whether a letter's late or not received at all, neither can be proven by the customer.

By all means put a claim into CISAS, if successful I'm sure the other 2 million TM customers will be delighted to know they can cancel by claiming not to have received notice...

By telling the OP to give it a go, you're giving them false hope - only my opinion, obviously.

xkpa

Thank you to both of you Anna and LGP, but I will try to contact T-mobile, then if necessary CISAS. As LGP stated, the most that I can lose is my time