Tmobile price increase

powerful_Rogue

happyspeeder wrote: »

Apologies in advance, i posted my own thread before i saw this one, newbie fail! lol
I also got my notification through from T-Mobile that they were putting a price increase through in May for one of my lines.
After a bit of research i found that i may be able to get out of my contract, using there own terms and conditions, if i can argue that it costs me 'material detriment'.
Called them last night, but for the first time i was ready for them, even recording the call!
The result? Nearly 2 hours and 3 advisors later, i have been given 3 totally different interpretations of the T&C's and hung up on 3 times.
I am now currently typing a very long complaint letter to T-Mobile, to highlight the absolutely shocking customer service (one girl even tried to re-write the T&C's, merging one part with another while she was reading them to me).
I remained perfectly calm on each call, did not sound in any way threatening/abusive etc however they appeared to get fed up with talking to me.
Has anyone else had similar problems?
I was going to put the recordings on you-tube (i told each advisor at the start of the call it was being recorded), any thoughts/advice?

Unfortunatly the material detriment route wont get you anywhere. It gets mentioned everytime there is an increase and as of yet I dont know anyone that has been relieved of their contract.

When did you receive your notification? If you received it in April, you should be looking at cancelling because t-mobile have breached their terms and conditions. Worth having a good read through this thread.

d123

powerful_Rogue wrote: »

Unfortunatly the material detriment route wont get you anywhere. It gets mentioned everytime there is an increase and as of yet I dont know anyone that has been relieved of their contract.

When did you receive your notification? If you received it in April, you should be looking at cancelling because t-mobile have breached their terms and conditions. Worth having a good read through this thread.

Agreed, don't even mention material detriment, it will just confuse the issue.

You need to concentrate on the fact the the increase is 3.3% while RPI is 3.2%. This allows cancellation under the contract.

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.

tsandcs

powerful_Rogue wrote: »

Unfortunatly the material detriment route wont get you anywhere. It gets mentioned everytime there is an increase and as of yet I dont know anyone that has been relieved of their contract.

When did you receive your notification? If you received it in April, you should be looking at cancelling because t-mobile have breached their terms and conditions. Worth having a good read through this thread.

I was relieved of my contract with Vodafone last year due to material detriment, and so were many others, but I would agree leave material detriment out this is a clear breach of their own t&cs,

powerful_Rogue

tsandcs wrote: »

I was relieved of my contract with Vodafone last year due to material detriment, and so were many others, but I would agree leave material detriment out this is a clear breach of their own t&cs,

How did you and others prove material detriment to Vodafone? What was the change Vodafone implemented?

d123

To try not too cause too much confusion (to T-Mobile/EE) I have sent them a much simpler letter.

Lets see if it is any better at getting them to understand.

T-Mobile Customer Services

Please take this as my written notice in terms of my T-Mobile contract to cancel the agreement without penalty as allowed in the contract.

I am aware that you have made a business decision to increase charges by 3.3% as stated in your written notice, as the current rate of RPI in force on the date of the notice was 3.2% I am giving you notice to cancel as required by the agreement before the change takes effect.

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.

I request my PAC number is supplied at your earliest convenience and sent by text to my mobile number.

50Twuncle

Has anyone had any luck in getting any response at all from anyone at Tmobile/EE - by email ?
I have only had automated responses :

"Thank you for bringing the details of your recent experience with EE to our attention. Your email will now be assigned a case manager who will retain ownership and attempt to resolve any issues you may have.

Your case manager will be in touch within 7 days but should you have any further information"

Do you think that they will respond within the allotted time ?

DamePeggy

d123 wrote: »

One thing that has disappointed me is the fact Martin Lewis has ignored this issue, I asked him to retweet a link to this thread and he hasn't responded yet.

We need public and media pressure and he is probably the ideal person to give it publicity.

I wish Martin would get involved too - I'm in dispute with EE as an Orange customer as it's pretty clear that they've just retrospectively changed their Ts&Cs for existing customers without telling anyone. They can now pick and chose from a very much wider range of inflation figures and we should have the right to cancel (which they're rejecting) - there's a thread about if if anyone is interested called 'You can cancel your orange contract'. (I dont think I can post links).

They stand to make more the £50 million out of the price rise.

anna2007

Has anyone requested cancellation under 7.2.3.3 in writing only, without a call to CS? Just noticed clause 7.2.2 states that you can only give them notice to terminate the agreement by calling Customer Services - would hate to think T-Mobile managed to wriggle out of their obligations because the customer hadn't made the call before the price increase came into effect. Seems like an unfair term, but definitely worth doing?

d123

DamePeggy wrote: »

I wish Martin would get involved too - I'm in dispute with EE as an Orange customer as it's pretty clear that they've just retrospectively changed their Ts&Cs for existing customers without telling anyone. They can now pick and chose from a very much wider range of inflation figures and we should have the right to cancel (which they're rejecting) - there's a thread about if if anyone is interested called 'You can cancel your orange contract'. (I dont think I can post links).

They stand to make more the £50 million out of the price rise.

It is disappointing, he is tweeting about 1p Toblerones while a giant international company is refusing to comply with its own terms and completely ignoring its customers.

d123

anna2007 wrote: »

Has anyone requested cancellation under 7.2.3.3 in writing only, without a call to CS? Just noticed clause 7.2.2 states that you can only give them notice to terminate the agreement by calling Customer Services - would hate to think T-Mobile managed to wriggle out of their obligations because the customer hadn't made the call before the price increase came into effect. Seems like an unfair term, but definitely worth doing?

I wouldn't think that work for them, if you email their customer relations address you get the following reply:

You can contact us, between 8am to 10pm by :-

dialing 150 from your T-Mobile handset or
calling us on 08454125000 from a landline*
If your abroad you can also contact on 07953966150**
You can manage your account online, 24 hours a day at My T-Mobile
You can also manage your account and get answers to most questions, using our T-Mobile app, available to download for all smartphones
You can talk to one of our agents using our Click to chat services on our website
Alternatively, our team are always ready to provide support if you visit our social media sites @TMobileUKhelp on twitter or search for T-Mobile UK on Facebook

So they are accepting alternative methods for contact.