Tmobile price increase

peterod1

Just this minute had a call from T-Mobile informing me that an "official" letter will be sent out shortly relating to the price increase.
Should be received within next 7-10 days.

Chimper

Just what is the matter with this company. They just compound reasons to get voted the WORST COMPANY EVER.

Checking my bill I find that they've added a termination fee on to my account. They say it's added automatically when there's a request for a PAC and taken from your bank, but will be refunded if the PAC isn't used.

Can everyone that's tried to cancel their contract please see if the same has happened to you.

T-Mobile, you DO NOT have authority to take my money :mad:

anna2007

powerful_Rogue wrote: »

My advice would be to include the following into an email to T-Mobile.

Quote:
Please can you confirm what the next step of the formal T-Mobile complaints procedure is as I do not believe you have addressed my concerns adequately.
Can you also confirm why you will not issue a deadlock letter. My complaint is about T-Mobile breaching terms and conditions and NOT about the business decision to raise contract prices. CISAS have confirmed they are willing to accept my complaint on this matter.

You will then hopefully get a reply back saying something along the lines of:

Quote:
Please be advised that the Executive Office is the final point of escalation within EE and as such is the end of the internal complaints process. Should you remain unhappy with the resolution I have provided, you are free to seek legal advise or arbitration from a third party.

I further reiterate that a deadlock letter will not be issued with regard to this matter as there has not been a breach of contract and as such we feel this matter falls outside of the scope of the Communications and Internet Services Adjudication Scheme (CISAS).

That then shows that you have taken the complaint to the highest level within T-Mobile and exhausted their complaints procedure. It also shows them breaking Ofcom guidelines by refusing to issue a deadlock notice because "they" dont think a breach of contract has taken place.

Powerful Rogue - your advice is spot on - Random Curve spoke to CISAS again, if EE confirm deadlock (which they won't) OR tell you to seek third party advice if you wish to pursue the matter further, then CISAS will accept the application before the 8 weeks. CISAS also said customers could go direct to the small claims court.

So the key appears to be to confirm you've reached the final point of escalation within EE, and ask them where you can go next as you disagree with their position.

Chimper

Important - Can everyone who's received a PAC please check their account.

When I received my PAC the email also said "Due to the above, if you use your PAC, this will incur a cancellation charge. You current cancellation charge would be xxxxx".

I'm now being told by T-Mobile's accounts dept that this is not the case. Once a PAC is issued then any termination fee is added to the account. The amount will only be refunded if the PAC is not used.

:mad:

RandomCurve

Chimper wrote: »

Just what is the matter with this company. They just compound reasons to get voted the WORST COMPANY EVER.

Checking my bill I find that they've added a termination fee on to my account. They say it's added automatically when there's a request for a PAC and taken from your bank, but will be refunded if the PAC isn't used.

Can everyone that's tried to cancel their contract please see if the same has happened to you.

T-Mobile, you DO NOT have authority to take my money :mad:

They have sent me an email saying that my next bill will include the cancellation fee - I have read the T&Cs again and it does not mention this AT ALL, so again another breach of T&C. I will post something later (hopefully tonight), but just got to cross the T's and dot the I's on the reasons you should win on a PRE 2012 contract.

Chimper

RandomCurve wrote: »

They have sent me an email saying that my next bill will include the cancellation fee - I have read the T&Cs again and it does not mention this AT ALL, so again another breach of T&C. I will post something later (hopefully tonight), but just got to cross the T's and dot the I's on the reasons you should win on a PRE 2012 contract.

I've just searched the T&C and can't find anything either.

I've just sent my complaint into CISAS so will start this as a new complaint. Mr Swantee is due to get another email off me in the morning.

d123

I'm not showing anything in "My T-Mobile" but my billing date is the 18th so it might be too early to show yet.

I only ever requested a PAC on the condition it was penalty free, I view this as T-Mobile trying to be vindictive, I have never heard of termination charges being added prior to the actual termination being processed (and I worked for T-Mobile some years ago).

Edit

It looks like it isn't all that consistent, I've checked my correspondence from T-Mobile where they supplied the PAC, and they said:

I appreciate your request for a Port Authorisation Code (PAC) and I have provided this below:

ONExxxxxx

Please be aware this PAC will expire on the 21 May 2013, once used a final bill will be produced and your early disconnection charge of £xxx will be applied to your bill. If you chose not to use your PAC your account will continue to be billed monthly as normal.

So they would have no legal standing in my case.

shedder101

yes this is right, TM do put early termination on the bill. i used my PAC some time ago and got a bil showing it.

best part is, if you use the PAC they will blacklist the last phone you use on the system as they did with mine, stating they have been lost or stolen rendering them useless. didnt even have time to pay them they were blocked the day the bill arrived and deny doing it

if i was you put your sim in a very cheap phone then cancel

d123

shedder101 wrote: »

yes this is right, TM do put early termination on the bill. i used my PAC some time ago and got a bil showing it.

If you used your PAC then yes, they will bill you. Just being issued a PAC does not give them the right to bill the early termination charge.

Why they blacklisted your handset I don't know, it certainly wasn't their policy, nor would it be legal for them to do so. That action alone should warrant a CISAS complaint.

shedder101

d123 wrote: »

If you used your PAC then yes, they will bill you. Just being issued a PAC does not give them the right to bill the early termination charge.

Why they blacklisted your handset I don't know, it certainly wasn't their policy, nor would it be legal for them to do so. That action alone should warrant a CISAS complaint.

ongoing with the CISAS, have listed it in the complaint

i have also sent TM a bill for the replacement phones, and still had no reply