Tmobile price increase

d123

powerful_Rogue wrote: »

Couldnt find any email addresses, the only way to contact online was via their facebook page, so I sent them a PM. Had a reply back this morning saying they are unable to deal with the matter and I need to contact customer services.

Will post the letter instead. Cant see the point in phoning as CS wont be able to do anything.

I emailed the people on the board who I think would be relevant, Olaf Swantee and Pippa Dunn.

Email format is first.last@ee.co.uk and both emails have sent and been received.

There is also the chief customer officer, might be worth sending to as well, jackie.o'leary.

d123

Just had an email reply from the EE Exec office, notably it was a generic letter with nothing to do with my letter.

They stupidly claim they are allowed to increase by RPI (without noting that 3.3% is higher than 3.2%) and refusing my request to refer it to CIIAS as the increase is a "business decision". I didn't even mention or request adjudication in my letter.

Well, my reply is a little sharper than my original.

For anyone else wanting to email, it was the jackie.o'leary email address that got the reply.

Even more bizarrely, my reply (from T-Mobile) came from executive.office@orange.co.uk.

powerful_Rogue

I emailed Jackie and the Executive office but heard nothing. Hopefully hear something from the letter I posted. Heres a copy incase anyone wants the wording.

Notice of Cancellation

Dear T-Mobile,

On the 5th April 2013 I received your letter dated April 2013 advising me that my T-Mobile monthly plan was going to increase in price due to inflation. In your letter you stated “We’ve used the Retail Price Index (RPI) which is currently at 3.3%”

Since receiving this letter, I have looked at your terms and conditions for customers that joined before the 30th October 2012 and noticed the following terms which apply to the price increase.

7.1.4. We can increase any Price Plan Charge. We will give You Written Notice 30 days before We do so. The change will then apply to You once that notice has run out.

You have complied with this section of the terms and conditions. I received the letter on the 5th April 2013 dated April 2013 advising me of the price increase taking place on the 9th May 2013.

7.2.3.3. The change that We gave You Written Notice of in point 7.1.4 is an increase in Your Price Plan Charge (as a percentage) higher than any increase in the Retail Price Index (also calculated as a percentage) for the 12 months before the month in which We send You Written Notice and You give Us notice to immediately cancel this Agreement before the change takes effect.

This section of the terms and conditions comes into action as the Retail Price Index percentage dated 19th March 2013 covering the month of February as documented on the Office for National Statistics website is 3.2%. As such you have increased my monthly price plan higher than the increase in the RPI for the month prior to giving me written notification.

As such I give you immediate notice prior to the change coming into effect and demand my contract be cancelled under 7.2.3.3 as per the above reason.

Regards

Bales1983

ok let me get this straight? if the increase had been 3.2% there would be no get out clause and we would um and ah but carry on but as its 3.3% its above inflation and you can cancel?? On a £36 plan the difference between 3.2 and 3.3 is about 3p?

powerful_Rogue

Bales1983 wrote: »

ok let me get this straight? if the increase had been 3.2% there would be no get out clause and we would um and ah but carry on but as its 3.3% its above inflation and you can cancel?? On a £36 plan the difference between 3.2 and 3.3 is about 3p?

Doesn't matter if its 3p or £3. Terms and Conditions are Terms and Conditions. If I have to stick to them, so should the mobile company.

psilvester

Can anyone access the T's & C's via their My T-Mobile section? I just keep getting file not found now.

powerful_Rogue

psilvester wrote: »

Can anyone access the T's & C's via their My T-Mobile section? I just keep getting file not found now.

You'll need to use this link for the time being
http://www.t-mobile.co.uk/shop/terms-and-conditions/terms/

skintdadof2

I too had this letter and was annoyed for the following reasons:

1. I had spent a lot of time researching the best deal at the time to ensure I got the phone I wanted without increasing my monthly rate

2. After well over a decade with O2 without ever receiving any unexpected price increases, T mobile increased my monthly charge within my first year of being a new customer.

3. I suspected there was probably nothing I could do about it - hence why I hunted out this forum today!

From what everyone has said, it sounds that I was right about point number 3. I would be very interested if Martin's experts had any advice on this. I will however be moving providers when it is appropriate to do so.

bjorkalikee_2

sparky4434 wrote: »

I also had this letter but mine says 3.3% increase - the thieving b*stards!! To top this off they are saying that my contract is actually discounted but the increase is based on the 'original' tariff price - There has to be something that the public can do to stop these companies just increasing prices during a contract - after all the customer can't just decide to decrease their payments when in contract!! Come on Martin Lewis work your magic with this issue!

This is exactly what has happened to me and I cant get a straight answer out of them, they just keep stating what I already know! I took out a contract paying £26 a month, normally the contract would be £37. They have based the increase on the higher amount! It's so unreasonable, I didn't and wouldn't have signed up to a contract at that price and now I'm being penalised for paying a discounted price. So angry!!!

d123

powerful_Rogue wrote: »

I emailed Jackie and the Executive office but heard nothing. Hopefully hear something from the letter I posted. Heres a copy incase anyone wants the wording.

I've had another answer, this time full of lies.

The orange-bot (she is still emailing from the Orange Exec Office) claims to have taken legal advice.

I have spoken with our Legal Team who have confirmed when the price increase is worked out we are increasing your charges by 3.23%. Due to this we are not in breach our agreement and therefore your request to cancel your contract free of charge is declined.

Not withstanding the fact that 3.23% is still in excess of the 3.2% RPI, any fool with a calculator can see that she is lying, the increase is £1.18, the charge is £36.00, the increase comes out at 3.278 which rounds to 3.3%.

Their own letter admits the increase is 3.3%.

I have emailed jackie and Olaf and made a complaint about the letter writer lying to me, I've asked for the matter to be dealt with by someone else as well.

Anyone wanting to add another complaint, perhaps even an OFCOM complaint, the T-Mobile terms stipulate they have to tell you when the increase is above RPI and of your right to cancel, they have breached this as well.