Tmobile price increase

anna2007

Mav1874 wrote: »

Your request to refer this to CISAS is declined as we believe this matter falls outside the scope of the scheme.

I've had a further email from the EE Executive Office (even though my complaint has now gone to CISAS). They've made a feeble attempt at an apology re: refusing requests to go to CISAS:

"I would like to apologise to you for our comment declining to refer your complaint to CISAS in our response from 22 April. For previous price increases, CISAS confirmed that the implementation of such changes in line with our T&Cs was a commercial decision on pricing, and, as such was outside their remit. Our customer services staff are aware of this but have absolutely not been briefed to obstruct referring complaints to CISAS".

Notwithstanding the fact that these refusals have come from the top and NOT Customer Services (the Executive Office Rep who refused my own request was responding on behalf of no other than the elusive Mr Swantee :wave:himself), but HOW MANY TIMES are they going to excuse their conduct by insisting their refusal was justified due to it being a business decision??? :mad:

If there's anyone who has received the same response as Mav in the last few days, and would be willing to PM me your name, date and time of EE's email, and the name of the EE rep at the bottom of your email, it would be really helpful. If you're not comfortable with giving your name, even a PM with the other details would be a big help. I intend to refer to these emails when I reply back to EE (copied in to Ofcom), then hopefully we'll notice a sharp decline in deadlock refusals. Thank you!

EDIT: If there's anyone who has received their deadlock refusal after 15:45 today, after I received their apology, that would be even more helpful, as it proves just how hollow their apology actually is

Mav1874

Hey Anna - PM'd the details, have just copied and pasted the email so you can see it. Any other details you need gives a shout.

powerful_Rogue

Also sent you an email Anna.

anna2007

anna2007 wrote: »

I intend to refer to these emails when I reply back to EE (copied in to Ofcom), then hopefully we'll notice a sharp decline in deadlock refusals. Thank you!

EDIT: If there's anyone who has received their deadlock refusal after 15:45 today, after I received their apology, that would be even more helpful, as it proves just how hollow their apology actually is

Was wondering if people have been forwarding their deadlock refusals to Ofcom today? Maybe the sharp decline has already happened!

ruflonger

I had an interesting conversation with a good friend this evening who works for the FCA formally the FSA.

T-Mobile has NO RIGHT to say who can and who can't take their case to CICAS. CICAS will take on merit the submissions made by claimants and will decide who has a case.

The very fact that T-Mobile state that they will not provide a deadlock letter/email makes it a deadlock letter/email and it is more likely to be taken seriously by CICAS :j

He confirmed that the email I was sent from T-Mobile was badly written and it would be therefore assumed if other people are getting similar ones then we are getting emails from individuals in the company and T-Mobile are responding to us as individuals rather than a coherent company response. It is likely therefore that the responses are a scattergun approach to the situation and that T-Mobile response is badly thought out and the badly written emails only adds ammunition to the fact T-Mobile are currently trying to justify their position.

He personally would be going after breach of contract. He would not be pressed on whether he thought we could win but did say if it was him he would be taking the same course of action and would expect the company to at least come to an amicable compromise and negotiate on what it would do for me as a customer, ie more call time more text etc if not to back down completely.

He also stated that the stance T-Mobile are taking is extremely dangerous and narrow minded as it is going to lose them more money, and customers in the short to medium term. The very fact disgruntled customers continue to take their cases to CICAS and they have to pay for each case CICAS accept will in the end be a PR disaster and customer will walk.

Sorry if this is a bit rambling as this is written after a night at the pub but I wanted to let people know the feedback I had from someone who works for an ombudsman all be it not necessarily the right one.

Chimper

ruflonger wrote: »

I had an interesting conversation with a good friend this evening who works for the FCA formally the FSA.

T-Mobile has NO RIGHT to say who can and who can't take their case to CICAS. CICAS will take on merit the submissions made by claimants and will decide who has a case.

The very fact that T-Mobile state that they will not provide a deadlock letter/email makes it a deadlock letter/email and it is more likely to be taken seriously by CICAS :j

He confirmed that the email I was sent from T-Mobile was badly written and it would be therefore assumed if other people are getting similar ones then we are getting emails from individuals in the company and that are responding to us as individuals rather than a coherent company response and therefore it is likely that the responses are a scattergun approach to the situation and the T-Mobile response was badly thought out and the badly written email that only adds ammunition to the fact T-Mobile are currently trying to justify their position.

He personally would be going after breach of contract. He would not be pressed on whether he thought we could win but did say if it was him he would be taking the same course of action and would expect the company to at least come to a compromise and negotiate on what it would do for me as a customer, ie more call time more text etc if not to back down completely.

He also stated that the stance T-Mobile are taking is extremely narrow minded as it is going to lose them more money than it would receive by the price increase as the disgruntled customers continue to take their cases to CICAS and they have to pay for each case CICAS accept.

Sorry if this is a bit rambling after a night at the pub but I wanted to let people know the feedback I had from someone who work for an ombudsman all be it not necessarily the right one.

That's very interesting, thanks.

From the emails I've received, and comparing them to those posted here, the wording appears to be exactly the same no matter who has been signing them off. It's probably a case that they're badly thought out, just like the decision to increase prices.

superuser

I found T Mobile were okay about releasing me from my contract when I pointed out various facts given on the whatmobile forums. I withdrew my complaint from Cisas as a result.

anna2007

superuser wrote: »

I found T Mobile were okay about releasing me from my contract when I pointed out various facts given on the whatmobile forums. I withdrew my complaint from Cisas as a result.

Any chance you expand on the details?! Are you talking about a discount deal, or have you cancelled your contract?

d123

anna2007 wrote: »

Any chance you expand on the details?! Are you talking about a discount deal, or have you cancelled your contract?

Anna, at What Mobile superuser has said he has terminated without penalty, hopefully he is willing to supply more details.

superuser wrote: »

The cancellations team were most receptive this evening after I cited material in this thread. I'd say the guys went the extra mile in resolving my concerns about that price increase letter.

superuser wrote: »

They let me walk from the remainder of my contract without a penalty

http://forum.whatmobile.net/showthread.php?p=381760#post381760

50Twuncle

d123 wrote: »

Anna, at What Mobile superuser has said he has terminated without penalty, hopefully he is willing to supply more details.






http://forum.whatmobile.net/showthread.php?p=381760#post381760

I don't think that "superuser" is genuine !!