Tmobile price increase

xkpa

Decision

1. The claim does not succeed.

Main issues

2. I consider that the main issues in this adjudication are:

a. Whether the company has breached its duty of care or broken a term of the contract

between it and the customer.

b. Whether the reasons given by the customer are sufficient to justify cancellation of the

contract without charge, issuance of the PAC code and compensation of £200.00.

Conclusion

8. My conclusion on the main issues is that:

a. The company is not in breach of its contractual obligations.

b. The customer has provided insufficient evidence to justify his claim.

9. Therefore, my decision is that the customer’s claim does not succeed.

Now when i check my T-mobile online account I can see that there is new bill generated, but there are almost 300 pounds in dispute (ETF), what should I do, tell them to cancel the ETF and I will continue to pay my monthly payments until the end of contract? I didn't used the PAC. Waiting for your suggestions. Cheers

IanR2012

A small piece on You & Yours regarding a Customer winning at CISAS for a price rise above inflation

From 13.30

http://www.bbc.co.uk/iplayer/episode/b038hjd9/You_and_Yours_Caravan_MOT_plans_mobile_phone_costs/

However, in this case CISAS found that the % increase should be based upon the monthly payment, not the plan price pre-discount.

Edited:
I believe the Customer involved in the You and Your piece has posted more detail over at the Consumer action group, so just adding a cross-post link if anyone is interested.

http://www.consumeractiongroup.co.uk/forum/showthread.php?387488-T-Mobile-price-increase-_Cancel-contract&p=4323691&posted=1#post4323691

There is an offer from the poster to provide the CISAS decision, very helpful for anyone making a SCC claim...

IanR2012

xkpa wrote: »

Now when i check my T-mobile online account I can see that there is new bill generated, but there are almost 300 pounds in dispute (ETF), what should I do, tell them to cancel the ETF and I will continue to pay my monthly payments until the end of contract? I didn't used the PAC. Waiting for your suggestions. Cheers

They had previously acknowledged that they shouldn't have charged the ETF, and put the amount in dispute.

xkpa wrote: »

This is their reply to me about why the charged me ETF even if didn't used the PAC code:

Please accept my apologies that you have been charged the early disconnection fee when you have not used the Port Authorisation Code (PAC), this fee is generated when the PAC is and is automatically applied to your next bill. As you are pursuing this matter further with CISAS I have placed this amount in dispute until a resolution is reached.

I trust this explains the situation in full and I will await further instruction from CISAS.

You need to remind them of this and, if you are not going to use it, tell them you are not. They should then remove the charge.

NittyGritty

quick update on my case win, T-Mobile have finally paid my refund+compenation today, some 40+ days later,and some 16 days After the CISAS deadline, just glad I don't have to keep wasting my time asking where my refund etc is anymore.

Lifes_Grand_Plan

xkpa wrote: »

Decision

1. The claim does not succeed.

Main issues

2. I consider that the main issues in this adjudication are:

a. Whether the company has breached its duty of care or broken a term of the contract

between it and the customer.

b. Whether the reasons given by the customer are sufficient to justify cancellation of the

contract without charge, issuance of the PAC code and compensation of £200.00.

Conclusion

8. My conclusion on the main issues is that:

a. The company is not in breach of its contractual obligations.

b. The customer has provided insufficient evidence to justify his claim.

9. Therefore, my decision is that the customer’s claim does not succeed.

Now when i check my T-mobile online account I can see that there is new bill generated, but there are almost 300 pounds in dispute (ETF), what should I do, tell them to cancel the ETF and I will continue to pay my monthly payments until the end of contract? I didn't used the PAC. Waiting for your suggestions. Cheers

If you have time, it would be useful to see WHY the adjudicator thought "The company is not in breach of its contractual obligations"

Do you plan to take it further i.e. small claims court like a couple of the other posters on here?

IanR2012

IanR2012 wrote: »

SIM (Subsidy) Unlock Code

Has anybody successfully received their SIM (Subsidy) Unlock Codes from T-Mobile? and how long did they take?

I've just requested mine and have been told it will take 20 days.

Not that the time is a problem, I wasn't planning on accepting the CISAS decision until my phones are unlocked, so I'll just have to put up with free network access until then

So, 4 weeks after requesting my SIM Subsidy Unlock codes, I'm still being messed around and lied to by TM, a familiar feeling...

It appears that Virgin Media SIMs work in a T-Mobile locked phone. That's been my experience anyway. (But an Asda SIM doesn't)

I still wanted my phones unlocked though, so have tried Foneszone.co.uk and I'm glad to say it wasn't a waste of £12.99

Code returned within 4 hours from order and worked perfectly.

tr26

Had an email from T-Mobile yesterday with my PAC and to confirm that a cheque for £280 will be sent out to me.

Then today had a call from retentions to ask why I'm leaving and try and offer me a deal. The guy seemed shocked when i told him i don't have to pay a cancellation and they'll be paying me instead

philicibine

Hi there... just an update with my case.

The claim was successful and I should've had a refund on two contracts backdated to april the 11th. They should've complied by the 29th of august but havent. And all calls have us going round in circles. We have since used our pac codes and have also recieved an early termination charge of £641.47!!

They have also acknowledged that if it doesnt get paid they will reflect this on my credit file.

I have threatened them (all be it to the powerless monkeys on the phone) with small claims court for damages.

Would I be right in thinking someone on here put that the max damages for errors on a credit report are up to £5000? (I hope so!)

This is complete incompetence as I see it. A company where the phone reps cant do anything?! Its just shocking. I have nothing to lose so will take it as far as it needs to go. Off to let the beeb know next.

NittyGritty

don't even bother ringing customers services, ring or email carmel codd (legal team) to get it sorted, I had the same issue 2 weeks after deadline, it finally got refunded once I hounded her with emails and calls.

philicibine

I have emailed her today.. after seeing lots of you have also.

I also copied her into the email I sent to cisas informing them of the non compliance.