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Tmobile price increase
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I did what you suggested, turns out the email was sent to me in error and was meant for their Admin lady!powerful_Rogue wrote: »I would be emailing back and questioning the lack of manners shown!
So having been passed to Helen in Legal, she informed me she had passed it back to the Executive Office, who went on to inform me that the refund will be paid to my bank within the next 14 working days, so by 6 August. Not quite sure how that equates to complying with the CISAS deadline of tomorrow...0 -
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I did what you suggested, turns out the email was sent to me in error and was meant for their Admin lady!
So having been passed to Helen in Legal, she informed me she had passed it back to the Executive Office, who went on to inform me that the refund will be paid to my bank within the next 14 working days, so by 6 August. Not quite sure how that equates to complying with the CISAS deadline of tomorrow...
I thought mine was due by tomorrow but it is actually Friday. No sign of them complying so far.
CISAS say:If you tell us that the company has not acted on the decision, we will tell them that they must do this and we may take action
CISAS don't say what action they will take but it looks as if we first let CISAS know, and then complain to Ofcom. The adjudication is binding on the company but it's not very clear what happens if they don't/won't comply.What happens if the company does not take the necessary action?
We would like to hear from you should the company not comply with the decision within four weeks of it being accepted. As the adjudicator’s decision has been accepted, it is binding on the company. However, please note that CISAS does not have an enforcement or regulatory function. The independent regulator for the UK communication industry is Ofcom.
I've just found the following: (T being a telecoms company)If T does not comply with the decision of an Adjudicator then this can have very serious consequences for T. CISAS via IDRS Ltd (which administers the scheme) and Ofcom (which approves and supervises the scheme) has significant powers. IDRS Ltd may take action against T which can lead to expulsion from CISAS and action from Ofcom, including, amongst other sanctions, a fine of up to 10% of T’s turnover.0 -
So having been passed to Helen in Legal, she informed me she had passed it back to the Executive Office, who went on to inform me that the refund will be paid to my bank within the next 14 working days, so by 6 August. Not quite sure how that equates to complying with the CISAS deadline of tomorrow...
It says an awful lot about EE when they don't even want to comply with the CISAS decision. Awful being the key word.CISAS don't say what action they will take but it looks as if we first let CISAS know, and then complain to Ofcom. The adjudication is binding on the company but it's not very clear what happens if they don't/won't comply.
Oh dear, big bad OFCOM will deal with them. I'll tell you now what will happen - nothing. OFCOM are totally spineless. EE are taking the p1$$ out of people here and pretty much getting away with it.
OFCOM, if you are reading this, get your act together and sort this shambles of a company out.0 -
It says an awful lot about EE when they don't even want to comply with the CISAS decision. Awful being the key word.
Oh dear, big bad OFCOM will deal with them. I'll tell you now what will happen - nothing. OFCOM are totally spineless. EE are taking the p1$$ out of people here and pretty much getting away with it.
OFCOM, if you are reading this, get your act together and sort this shambles of a company out.
If OFCOM can only act if significant amount of customers are affected or complain then you can't actually expect them to do anything about it. You got what 14 cases in CISAS and that is it.
Lets do the math if T-Mobile will earn 52 milions from the price rise and lets just assume that average amount of cash from customer is 20 pounds then you have 2 600 000 customers.
Now 14 out of 2 600 000 is what percent of customers complaining??
The number of people making action is insignificant in any matter.
I would assume that more people made complaint to OFCOM about price rise but those people made unstructured complaint just telling its not fair, etc.
I am not protecting OFCOM but every organisation can only act within its own rules and I would say that 10% of cutomers making genuine complaint would push OFCOM to make an action but 10% of 2 600 000 is 260 000.
Do you really think that 260 000 customers made a genuine structured complaint about the price rise???
That is the same reason that press is not interested in making it all public in the first place. 50-100 people complaining is nothing compared to people affected.0 -
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I've emailed them back, copied to CISAS, requesting the refund today, using the faster payments service.If it doesn't arrive before the deadline I would advise CISAS, hopefully there is some sort of penalty applied to them for not complying.
Unfortunately, it looks like there's no penalty if TM don't comply within the timescale, they might get a telling off from CISAS, but what use is that?
What gets me is that TM were never entitled to my money, and have been illegally taking it from my bank for the last 14 weeks! If the refund isn't forthcoming today, I'm seriously considering raising a another complaint for the interest element on the refund (along with a token amount of compensation). Not sure if CISAS would deem this to be related to the original complaint, but they might be sympathetic, given TM's failure to comply with the original decision?0 -
But this is a consumer issue, affecting all 2.6m customers - why should it take x amount of individual complaints to elicit action from the industry regulator?!If OFCOM can only act if significant amount of customers are affected or complain then you can't actually expect them to do anything about it. You got what 14 cases in CISAS and that is it.
Ofcom has said that it is considering taking further action over the fairness of the contract term (based on the insignificant number of individual complaints they have received on the issue). They obviously recognise it as a consumer issue... but the fact they are still considering whether to take action after 14 weeks, and when they have a statutory duty to further the interests of consumers and prevent consumer harm, speaks volumes.0
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