Tmobile price increase

Chimper

For those that have been charged a termination fee for the issue of a PAC without using it, keep complaining to T-Mobile.

Following on from my post #815 I thought I'd give them one last call before writing. Quoting the terms from my post, which show they can't deduct a disputed payment, I also pointed out that their refusal would also give me another reason to complain to CISAS if they break the T&C a second time.

They weren't happy but have now removed the charge. So keep trying, and make sure you speak to someone in authority rather than the person that answers the phone.

Chimper

vixmony wrote: »

So here is my story, and I need advice please. When all this price increase issue kicked of, I reluctantly got in touch with tmobile. To be honest, am happy with the service,and the coverage has actually exceeded my expectations. I am also on their unlimited tariff, which I tend to harmer a lot, so satisfied. However I wanted to excsercise my rights as a consumer. So I call them up on the 19th April , and the sales rep, a very helpful young lady, advised me that yes I was affected but I could have ave a free upgrade, by moving to an EE tariff on the 10th of May, a day after the increase. I queried why I had to wait for the 10th, and was told, that's the only way the system would work. As you can imagine, I was happy as still had 15 months of my current contract, so the prospect of a new phone was enough, to encourage me to agree. I asked for confirmation, and the lady sent the following text -

"This to inform you that you are eligible to moved to 4gEE plan free of charge on the 10 May 13 due to the price increase You can check for mor info www.ee.co.uk"

When the text came through, I remained on hold and I queried how the text, wasn't really clear, but she reassured me, I would be getting my upgrade free, on the 10th of May. I called again on the 5th of May, just to check, and ensure everything was still in perspective, and the advisor again advised for me to wait, till the 10th. I explained my concerns regarding how to some extent the text looked vague, but again was reassured and advised to wait for the 10th. Yip you imagined right, come the 10th, I confidently walk into a tmobile shop, show text, and immediately told, to call customer services. I do, and well and behold, all the information on the text and what I was advised on the initial call, was utter rubbish. I argue my case, and the customer service lady, clearly tells me, that I was misinformed. I stressed the point how I felt I was tricked, into accepting a free non existant upgrade on the 10th of May, a day after the increase, in order to deprive me, of my right to cancel my contract, due to the increase, and the customer service lady, agreed and sympathised with me. She then offers me 10£ off the duration of my remaining contract, I refused, and ask for the manager. She then advised me manager would call in 1 hour, and I kindly asked her, to text me the details of what she had advised me, and how she had admitted to me having been misled and the 10£, she had offered me. She sent the following texts_
(1/3)
"Hi Mr. Z! Sorry for the mis-information that was been given out to you dated 19/04/2013 at 3:51PM, and for the call dated 05/05/2013 at 8:27A (2/3)
when you called to have it clarified but was been advised to wait until the 10/05/2013. I offered a GBP10.00 off to your account till the end of your (3/3)
!contract but you have refused it, anyhow a manager will call you within 1 hour regarding this subject matter.
Jam. "
I then got a call back by the manager, and can you imagine, she tried to offer me a 1.39£ discount instead, and when I asked her if she thought I was nuts, to refuse a 10£ discount and accept 1.39£ instead, she told me the 10£ offer, was not and never available. I argued how I have been mistreated and misinformed from the onset, and how I have all the evidence and so does she in front of her, and she just hung up on me. Before she hang up, I had just started recording the call, after she had refused to record my call, as I was fed up of being misinformed so I asked for call to be recorded but she stated, only selected calls are recorded. So not sure what to do next, as this appears to be a clear case of misinformation, poor client care, you name it.

Although it's all to do with the recent increase it is a separate problem. Make sure you keep your texts and if you have any notes of who and when you spoke to them.

Get a complaint in straight away, and if the don't settle it take it to CISAS. T-Mobile will have to give you a deadlock letter or you'll have to wait 8 weeks from when you start the complaint.

d123

RandomCurve wrote: »

Hi - can you send me that email please? [EMAIL="eevenrandomcurve@gmail.com"]eevenrandomcurve@gmail.com[/EMAIL]

I'm trying to build a complete picture for the press - If I can get them interested.

Thnaks

I've just forwarded it to you.

psilvester

Received my "deadlock" email last night from the Exec Office, application to CISAS now submitted.

shedder101

i have won

received a letter from EE today admitting to blocking my IMEI numbers

offering compensation payment in full for the replacement phones as well as clearing the cancellation of the contract. so i am free and clear of TM the two phones they blocked are now working OK so can be sold.

very happy today.... dont give up keep hammering it home fight for your rights.

adamoneill88

shedder101 wrote: »

i have won

received a letter from EE today admitting to blocking my IMEI numbers

offering compensation payment in full for the replacement phones as well as clearing the cancellation of the contract. so i am free and clear of TM the two phones they blocked are now working OK so can be sold.

very happy today.... dont give up keep hammering it home fight for your rights.

Brilliant news shedder!

ruflonger

shedder101 wrote: »

i have won

received a letter from EE today admitting to blocking my IMEI numbers

offering compensation payment in full for the replacement phones as well as clearing the cancellation of the contract. so i am free and clear of TM the two phones they blocked are now working OK so can be sold.

very happy today.... dont give up keep hammering it home fight for your rights.

Good news - Lets hope this is just the first of many positive results

adamoneill88

E-petition on mobile phone fixed price tariffs....

http://epetitions.direct.gov.uk/petitions/39714

shedder101

ruflonger wrote: »

Good news - Lets hope this is just the first of many positive results

many thanks everyone

but i think the only reason i have won is they blacklisted as stolen my personal telephones then denied doing it, but with the letter i had from my new supplier proving they did it, they were going to loose the fight, much more simple to give in and i will go away.

they did not even mention the terms and conditions aspect of the dispute in the letter i think i had them over a barrel on this one.

hope you all win out and i will keep watching and reading and sending any emails.

Shedder

Barnicle_Fiend

Reply from Ofcom.

Quote:
Dear Mr XXXX,


Thank you for your email to Graham Howell about T-Mobile’s recent price increase. I work in Ofcom’s Consumer Contact Team and I have been asked to respond; as you raise a number of issues, for ease, I will address individually below:

Who did you commission to examine the terms and conditions?

Ofcom is aware of the issues you have raised and we have looked at the terms and conditions in question. However, your complaint appears to relate to how the terms and conditions have been applied rather than the terms themselves. The redress scheme for complaints of this nature is operated by CISAS. As such, we would encourage you (and other affected consumers) to escalate the complaint to CISAS, which is able to assess the complaint and reach an impartial decision.

Why was this not picked up?

Ofcom monitors its customer complaints data very closely in order to ensure that it can respond, as appropriate, to any developing issues.

Within this context, we are aware that many consumers want to be afforded greater protection from mid-contract price increases and we launched an in-depth review last year to look at this issue more closely. As part of that review we have been considering the adequacy of the current level of customer protection in this area.

Our consultation (which we launched in January of this year) consulted specifically on proposals to allow consumers to exit their contract penalty-free in the event of any price rise. That consultation has now closed and we are currently considering the responses we received. We will be publishing a statement in due course.

This is a very obvious mis-application of the T&Cs, how can consumers have confidence in the regulator to comprehend more complex issues?

As previously recommended, CISAS is the appropriate body to judge whether EE has complied with its terms and conditions or not. Ofcom itself cannot investigate individual complaints. As your complaint appears to relate to how the terms and conditions in question have been applied rather than the terms themselves, we would encourage you to exercise your right to take your complaint to CISAS, who will assess the complaint and reach an impartial decision.

Have you become too close to the industry to be effective?

Not at all. Ofcom acts with complete impartiality at all times in carrying out our principal duties to further the interests of citizens and consumers.

What action will OFCOM take now? Surely it has to be to give consumers the right to cancel their contracts without penalty as cancelling the price will not act a deterrent nor a punishment will it?

As aforementioned, CISAS is the appropriate body to consider your complaint and issue a decision it thinks is fair. CPs are bound by any decision that CISAS reaches.

On the general theme of mid-term price rises the OFT* rules are clear, yet OFCOM has taken no action – will you review that situation in light of this as “consultation” hardly seems an appropriate action of regulations have already been breached? Our consultation discusses the issue of transparency and marketing of contracts to consumers.

Our consultation on proposals to allow consumers to exit their contract penalty-free in the event of any price rise has now closed. We are currently considering the responses we received and will publish a statement in due course.

I hope this information proves useful.


Yours sincerely

Lauren Hillary
Consumer Contact Team