Tmobile price increase

Former_MSE_Helen

"Angry T-Mobile customers have been able to leave their contracts penalty free after having complaints upheld by CISAS..."

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T-Mobile customers win right to break contracts after price hike



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powerful_Rogue

MSE_Helen wrote: »

"Angry T-Mobile customers have been able to leave their contracts penalty free after having complaints upheld by CISAS..."

Read the full story:

T-Mobile customers win right to break contracts after price hike



Click reply below to discuss. If you haven’t already, join the forum to reply. If you aren’t sure how it all works, read our New to Forum? Intro Guide.

Nice to see MSE jumping on the bandwagon now members have reported success. :wall:

Chimper

d123 wrote: »

I would agree with you, when they tried the ETC on my account I advised them I was in dispute and cancelled the DD, I then paid my monthly line rental by debit card over the phone as you are only supposed to withhold the disputed amount and pay the rest.

Lifes_Grand_Plan wrote: »

RE: advice above not to cancel direct debit - anyone care to clarify why this is the case?

IMHO cancelling the direct debit is a very good idea to ensure T-Mobile don't take the money. You can then still pay your regular bills or any bits that aren't in dispute online (without charge) and dispute the remainder.

Unless I have missed a very good reason then advice not to cancel the DD is bad advice IMHO.

Although I can't find the reference just now, TM certainly use to charge for a change in payment method, so there is a risk there. I experienced this in the past with them when I changed bank accounts, although they eventually cancelled the charge. I'm not sure if the payment method also forms part of the contract. If it does then TM will jump on the fact.

There are no risks involved by continuing paying by DD, you are covered by the guarantee so they can't take any more than an authorised amount, and your bank will deal with it.

Chimper

powerful_Rogue wrote: »

I personally cant see how that can be classed as a punishment! The only people it punishes are the customers!

There is a potential for T-Mobile to lose their licence over this. They must belong to an independent adjudication scheme, without a membership they will lose their licence. Although it's extremely unlikely, that is their ultimate punishment.

Missing one deadline may be seen as just a blip, but if they ignore CISAS rulings routinely then I hope Ofcom will take a very hard line with them.

Chimper

arturbdg wrote: »

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.

We don't really know how many have made complaints to CISAS. We only know how many of the regular posters on here have complained.

Earlier on in this process I use to post on T-Mobile's Facebook page, but I've since been banned . During that time I was contacted by a number of people (not my friends) and I know quite a few of them were following the posts on here. I also know that some of them complained to CISAS. Only one of them has confirmed a win but it's likely that others did as well.

The point is that none of them contributed on here, but were following the discussions and advice, and took their complaint to CISAS. We have no idea how many others there are but I'm sure it's many, many more than we think.

anna2007

powerful_Rogue wrote: »

Nice to see MSE jumping on the bandwagon now members have reported success. :wall:

At least someone's getting on that bandwagon

It's a good start, and could be all we need to get further media attention (I'm away to send a link to all of the media organisations on Random Curve's mailing list). The more media pressure on Ofcom, the more likely they'll stop "considering" and start "doing".

If Ofcom do investigate, the outcome of that could ultimately be a hefty fine for TM, and/or some form of redress for all of the other TM customers - that's got to be worth a try?

I was surprised by the comment that Ofcom have only considered v59 of the terms, I didn't pick up on that in all of the correspondence I've had with them - will have to check the emails again, but I probably assumed they were referring to both versions. Either that, or they're telling porkies

anna2007

Chimper wrote: »

We don't really know how many have made complaints to CISAS. We only know how many of the regular posters on here have complained.

Earlier on in this process I use to post on T-Mobile's Facebook page, but I've since been banned . During that time I was contacted by a number of people (not my friends) and I know quite a few of them were following the posts on here. I also know that some of them complained to CISAS. Only one of them has confirmed a win but it's likely that others did as well.

The point is that none of them contributed on here, but were following the discussions and advice, and took their complaint to CISAS. We have no idea how many others there are but I'm sure it's many, many more than we think.

I agree, there are over 70,000 views on this thread, surely only a small number of these will be down to those contributing?

I've lurked on various forums previously (mainly MSE and Mumsnet ), if looking for views on whatever topic, but I've never felt compelled to contribute until the TM saga. I've no doubt there are many TM customers who have followed the thread, and acted on its content, but who haven't felt the need to post details.

makemesumdosh

Also been appointed Mr Richard Stephens

lazyjack

T-Mobile wrote: »

Each CISAS ruling is based on the individual circumstances of the case. We are unable to comment on specific cases.

The RPI for the 12 months before the month in which we sent customers notice of the increase was 3.3%. We used the 3.3% figure in anticipation of the issue of the RPI figure by the Office of National Statistics

This is what really infuriates me about T-Mobile, they think their customers are a bunch of idiots. Do they genuinely think we believe them when they claim that they 'anticipated' the RPI of 3.3% ?

Perhaps OFCOM could ask them for the minutes of the meeting where this was discussed and agreed ? There's no chance a company of their size would take such a gamble.

anna2007

IanR2012 wrote: »

I have just received T-Mobile's Defence for my Post-October claim.

Ian, I have Random Curve's comments on TM's defence, he asked me to let you know. If it would be helpful for your own case, I can PM in the morning