Tmobile price increase

adamoneill88

anna2007 wrote: »

RandomCurve has asked me to post details of an email account he has set up:

[EMAIL="eevenrandomcurve@gmail.com"]eevenrandomcurve@gmail.com[/EMAIL]

It would be a great help if all readers of this thread who have sent emails to the media could forward these emails on to this address, so that we can gather them together in one place and use our collective voice to gain some much needed media attention. If you could copy any further emails to this address too
:beer:

I have sent all my correspondence to date...

Adam

Chimper

The next BBC Watchdog is on the 8th, so could we include a similar email to those as well.

[EMAIL="watchdog@bbc.co.uk"]watchdog@bbc.co.uk[/EMAIL]

adamoneill88

RandomCurve wrote: »

Distribution List:
[EMAIL="News.london@ukmetre.co.uk"]News.london@ukmetre.co.uk[/EMAIL]
[EMAIL="home@guardian.co.uk"]home@guardian.co.uk[/EMAIL]
which@which.co,uk
[EMAIL="editor@thisismoney.co.uk"]editor@thisismoney.co.uk[/EMAIL]
[EMAIL="home.news@thetimes.co.uk"]home.news@thetimes.co.uk[/EMAIL]
[EMAIL="news@moneysavingexpert.com"]news@moneysavingexpert.com[/EMAIL]
[EMAIL="eevenrandomcurve@gmail.com"]eevenrandomcurve@gmail.com[/EMAIL]

Title: Retraction email

Dear sir,

You published an article on or around 1st March reporting that Orange and TMobile (EE) were increasing the monthly price on supposedly fixed contracts by 3.3%. You stated in that article that customers had no choice but to either pay the increased charge OR to pay a cancellation fee to cancel the contract. Subsequent events now mean that that story if FACTUALLY INCORRECT as TMobile customers whose contracts started on or after 1st November CAN I believe terminate their contract WITHOUT PENALTY due to a mis timing on the part of TMobile.

As thousands of TMobile customers may not be taking advantage of their right to cancel without penalty due to your article I think it is vital that you IMMEDIATELY (before 9 May as this is the last day customer can cancel) publish either a correction or an updated story in order to not have misled your readers into not exercising their contractual rights.

In addition customers on contracts starting before the 1st November 2012 MAY also be able to exit their contracts without penalty due to some procedural irregularities, whilst I do not believe it correct to state that these customers CAN exit without penalty, they should be made aware of the potential possibility in order that they can request termination for TMobile using the wrong RPI rate, thus protecting their termination rights should TMOBILE subsequently prove to be in Breach.

I understand you have received a similar email to the above from [EMAIL="EEvenrandomcurve@gmail.com"]EEvenrandomcurve@gmail.com[/EMAIL] with contact details should your reporters need to discuss details or require evidence that has come direct from the EE Executive office.
You should also be aware that two internet reporting sites have started to break this story:

http://www.theinquirer.net/inquirer/news/2264454/tmobile-allegedly-breaches-its-cancellation-policy
and
http://www.theregister.co.uk/2013/04..._price_change/

Regards

SENT! Only takes a minute people...

Lifes_Grand_Plan

Hi guys,

Only just found this thread but think it might be the useful to me.

My wife is on T-Mobile and in early April received a letter saying her phone contract price was being increased 3.3%.

I wrote to T-Mobile to tell them I wanted to cancel because the RPI released in the previous month (released in March but for February) was only 3.2%.

After fobbing me off and me not letting them, they wrote and told me that the relevent RPI was the March figure which was released mid April (approximately 2 weeks AFTER they sent me the letter).

Am I wrong in thinking they are talking bullcarp and that the relevent figure would be the February one that was released in March?

They have since refused to issue a deadlock letter stating "I am unable to issue a letter of deadlock as this falls outside the scope of the CISAS scheme. This is because the price increase was a business decision."

I guess that last bit is irrelevent if the figure the claim applies is the real one. I just think it strange that they can release their figure claiming it is RPI yet they didn't even know what that figure was when they sent the letter?!!?

Anyone offer any advice?

d123

The more I think about it, the more BS their "we guessed the RPI" story is.

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.

So it cannot be a case of "we'll guess what it will be in 2 weeks", as the term allows for immediate cancellation, upon notification of the increase.

How can they even think it would be acceptable to try and bring in a rate that would only be known around 10 days after the immediate cancellation takes effect?

RandomCurve

I will later post (not today) why I think Pre Oct 2012 customers can cancel without a penalty, but even if I am wrong and you can't YOU CAN STILL WIN !

The following applies to Post October Contacts as well i.e ALL Contacts:

When you complete your CISAS form the amount to claim is the full amount of your contract from the date you requested termination* PLUS damages (I suggest £100). In this case T-Mobile has clearly demonstrated that they have caused you frustration and inconvenience by:

• Referring to an RPI rate as CURRENT before it was published
• The Timing of it’s letter
• Changing the reasons and which rate was being referred to AND
• Giving a contact number at which NOBODY has the authority to terminate the contact without penalty

Therefore you can claim for a payment to compensate you for the frustration and inconvenience caused, by TMobiles handling of this affair. Even if you lose the case that you should be allowed to cancel CISAS can award damages to you as demonstrated in the case below, where the Customer was found to be wrong, but was still awarded damages due to the behaviour of the company!

“ The customer complained that a handset provided by the company had developed a fault but the company had not responded to his complaint. The company maintained that as the faulty equipment was out of scope of CISAS the customer's complaint should not be considered by CISAS”. Found. Whilst the customer's complaint about the faulty handsetfell outside the scope of CISAS, however, the complaint about the way in which the company dealt with his complaint was within scope. The customer had submitted a copy of an acknowledgement letter that he had received from the company stating that it would send him a response once it had looked into his complaint. The company did not provide the customer with the promised response.”

In the case above the customer was awarded £50 - that’s £2.08p a month over 24 Months! So should offset the price rise :j

CANCEL YOUR CONTRACT NOW – YOU HAVE NOTHING TO LOSEAND EVERYTHING TO GAIN!

*As termination should, according to the T&Cs have been IMMEDIATE. When the claim is decided CISAS will of course reduce the amount of the claim to the amount you have paid since date of Termination (I.e.the payments taken from your account illegally by TMobile) plus any prepaid sum on the account at the date you requested termination, PLUS reasonable damages. CISAS will never award more than you originally claim so I suggest adding £100 AND making it clear it is for the Frustration and Inconvenience caused by T-Mobile’s incorrect wording and timing of its letter and its behaviour afterwards



Don’t GetMad Get EEven

RandomCurve

d123 wrote: »

The more I think about it, the more BS their "we guessed the RPI" story is.



So it cannot be a case of "we'll guess what it will be in 2 weeks", as the term allows for immediate cancellation, upon notification of the increase.

How can they even think it would be acceptable to try and bring in a rate that would only be known around 10 days after the immediate cancellation takes effect?

Please follow my post #570 and email the media. T-Mobile are making it up as they go along and unless we get some "big guns" in to hold them to account they will continue to do it.

See my post immediately below yours to ensure that you come out of this Financially up regardless of the outcome

Don't Get Made Get EEven

shedder101

i am sorry but i think this is going around and around. i agree with you we are right but as usual big business try to jump up and down on us.

i might be the only one that bit the built and used the pac code leaving t mobile ok they are playing silly beggars with blocking my IMEI codes but that another matter i am happy to prove them wrong and get my money back from them.

the point i wish to make is, you have to use the pac code, t mobile will fob you off and eventually everyone will accept it. only those who actually leave and cut the tie to the company i feel will succeed in leaving as they had gone anyway, as a percentage of the complaints they have had, those who use the code will be small as most will worry about the credit report, so they win, again.

it is of course personal preference what road you take, but having been in business all my life i only take notice of those who shout the loudest, human nature shows eventualy we all accept it in the end.

i will follow this thread with interest and wish you all the success i hope for when i go to court.

Shedder101

anna2007

RandomCurve wrote: »

1. In 2012 T-Mobile increased its prices, the relevant dates are as follows:

1. Feb RPI published March20th

2. T-Mobile letters RECEIVED between 28th March and 2nd April (7-10Working days after publication (excluded weekends))

3. Price rise effective 9th May

2. In 2013 T-Mobile increase prices

1. As T-Mobile terms state an ANNUAL increase in inflation it is safe to assume that February is the intended RPI rate

2. Feb RPI published 20March

3. T-Mobile sends letters 2nd-8th April (8-12 Working days after publication (excluding weekends and Easter Bank Holiday)

How can it be arguedthat that it was unreasonable to expect them to inform us of Febs RPI within 12 working days, when last year they managed it in as little as 7 (letter RECEIVED)?

I'm currently drafting (another) complaint to Ofcom regarding the latest email from TM Legal Team, I think last year they must have started to send out the letters only 3 days after the RPI rate was published!


"I do not accept the statement in this latest email that it was not practically possible for T-Mobile to use the RPI rate of 3.2%, pubished on 19 March, when written notices were sent from 2 April. This gave T-Mobile a clear 8 working days, excluding weekends and the Easter bank holidays, in which to start getting the letters sent out. In comparison, for last year's price increase, T-Mobile used the RPI rate of 3.7%, published by the ONS on 20 March 2012. T-Mobile customers started receiving written notices on 28 March, therefore T-Mobile must have started to send these out on Friday 23 March, only 3 working days after the RPI rate was published.

This clearly demonstrates that T-Mobile had a reasonable period of time between 19 March and 2 April 2013, to update the written notice with the most recently published RPI rate of 3.2%. Whilst I appreciate that there may have been changes to T-Mobile's staffing levels since last year's increase, if the price increase notification process was properly managed by EE, there is absolutely no justification for using the RPI rate published on 12 February".

anna2007

shedder101 wrote: »

the point i wish to make is, you have to use the pac code, t mobile will fob you off and eventually everyone will accept it. only those who actually leave and cut the tie to the company i feel will succeed in leaving as they had gone anyway, as a percentage of the complaints they have had, those who use the code will be small as most will worry about the credit report, so they win, again.

Shedder101

Sorry, I have to disagree with using the PAC code.

T-Mobile are already £hundreds down by the time the CISAS complaint is decided on and if that doesn't work out in my favour, hopefully I'll still get an amount to compensate me for the unbelievably crappy customer service, which I'll then put towards raising a case in the small claims court - kindly paid for by T-Mobile

Doing it your way will be quicker, but it's ultimately more painful for you/less painful for them.