Tmobile price increase

powerful_Rogue

Ive seen this asked previosuly but I cant remember the answer and cant seem to locate the post in the thread!

How long did it take for you to get your result from the adjudicator? The email mentions upto 3 weeks. Is it normally around this sort of time scale?

SteveyAsp

4 Weeks for mine

IanR2012

powerful_Rogue wrote: »

How long did it take for you to get your result from the adjudicator? The email mentions upto 3 weeks. Is it normally around this sort of time scale?

2.5 weeks for mine

anna2007

psilvester wrote: »

Had a phone call from the Exec Office today, giving me my PAC's and confirming refund amount to be paid by BACS.

Only thing is the refund will not be requested until after my next billing date (23rd) and could take up to 14 days to process. Now my CISAS letter states that T-Mobile should action all of the decision by 27/08/2013, wondering now if that will be likely.

I've finally received my refund today, TM should have paid by 18 July, so over 2 weeks late. This was despite several emails, from both me and CISAS, chasing the refund (I'm still waiting to hear back from CISAS re what action they'll be taking against TM...).

I've raised a new complaint re the delayed refund, requesting £100 compensation as a resolution, which TM has politely declined. I haven't pushed for deadlock yet, CISAS has confirmed I'll otherwise have to wait the 8 weeks, but I'm prepared to be patient on this one

IanR2012

anna2007 wrote: »

requesting £100 compensation as a resolution

If CISAS were to allow this as a complaint, I believe it would be as a penalty to T-Mobile for their contempt of the CISAS process. Rather than as a "compensation" since you're not actually out of pocket due to the delay.

As a penalty it would need to be quite significant to have any effect on T-Mobile.

I don't know what the CISAS Maximum is for awarding "compensation", but under their Case Study documents they show up to £5000.

Maybe that claim should be for £5000.

anna2007

IanR2012 wrote: »

If CISAS were to allow this as a complaint, I believe it would be as a penalty to T-Mobile for their contempt of the CISAS process. Rather than as a "compensation" since you're not actually out of pocket due to the delay.

As a penalty it would need to be quite significant to have any effect on T-Mobile.

I don't know what the CISAS Maximum is for awarding "compensation", but under their Case Study documents they show up to £5000.

Maybe that claim should be for £5000.

I like your reasoning - I'll enter £5,000 on the claim and let CISAS decide on what is a reasonable amount

I have included TM's disregard of the adjudication process as part of my complaint, so will stress the 'penalty' angle.

The compensation I'm claiming is for the further frustration, inconvenience and :wall: from chasing the refund. For the original claim, I claimed £200 for the same reasons, i.e. appalling customer service. TM said in their defence that if I had suffered an actual loss I should have quantified that by providing evidence to support the amount claimed. My response in the comments back:

"If T-Mobile is able to provide a means by which I can “quantify” the personal time that I have sacrificed in relation to this matter, at the expense of time I should have spent with my family, then I will gladly provide the evidence to support my claim".

The adjudicator awarded the full £200, so I don't think a claim for compensation has to involve a financial loss (although this probably depends on the individual adjudicator's view, as some have refused compensation claims). I did give an estimate of the number of hours I had spent in trying to resolve the complaint with TM (which I suppose was backed up by all of the correspondence) - I don't know if this had a bearing on the outcome?

anna2007

arturbdg wrote: »

To be honest with you I am not really worried about adverts at all but you are willingly agreeing for them to gather your personal data and use them as they see fit which is not so great for me.

Personally even if it would be the cheapest tariff available (wait it is) I wouldn't go for it. Now I know that some data is collected by companies behind your back so to speak but it will be a long time for me before I will willingly accept them to do it.

You see this type of targeted advertising on various sites when browsing online, I don't see the Ovivo advertising as any different (and I'd much rather the advert was something relevant that I might be interested in). I think it's a small price to pay for a free mobile tariff, and don't find it intrusive at all.

It obviously won't suit everyone, but personally I'm happy with the service

RandomCurve

aiutami wrote: »

Another success! Pre-October contract.

Got an email today saying my claim was successful. Adjudicator was Richard Stephens. His decision was as follows;

I direct that
a. The customer is entitled to terminate the contract immediately without penalty; and
b. The company shall provide a PAC code as soon as possible.


He somewhat strangely did not accept that T-Mobile should have to pay backdated charges from date I first informed them of my intent to cancel. In his words;

j. I do not see that the company should refund all charges since the request for termination: the customer has had the service since then, and would have had to pay something...


I find this last point a bit strange as I could have been on a sim only deal and would have been saving quite alot from what I currently pay monthly. Suppose i'll have to accept the decision as is. I think the CISAS system is flawed in this way but nevermind, I'm pretty happy with the result.

Thanks to all in the forum for their help over the last month or so. Very much appreciated.


I am a bit confused as to what to do now though. Will T-Mobile get in touch with the PAC?

What a nonsense decision.

He is effectively saying that the longer TM string this out for the less money they lose - rewarded for being awkward - love it!

What would he had ruled if you had stopped payments as per the contract allows - that you had to pay the amounts withheld under a contract that should have been terminated. :mad:

SteveyAsp

Strange how some adjudicators are ordering T-Mobile to pay back money and some aren't, as with those that are losing their cases it shows the system is flawed

makemesumdosh

It really annoys me, Mr Richard Stephens, although he partially found in favour of auitami and myself with his carbon copy replies, (1 job for 2 fees, at least CISAS are making some money out of TM )he didn't seem to grasp that we were stuck in contracts that T-Mobile should of released us from months ago.

Why should TM not pay us back, they broke their own T&C's

Small Claims Court unless TM want to settle up beforehand.

:-)