Mobile phone contract cancellation question

thecoldstreamer_2

Firstly I must point out I work for the mobile phone company in question so will not mention the name of the company.

I recently upgraded from a sim only 12 month contract on to a new contract with a samsung galaxy note 3 and previously I had a 50% discount on my account for being staff.

When I upgraded my 50% discount came off my account. I have escalated on calls saying I should of been told it comes off if I upgrade over the phone rather than internally on my companies systems. Myself and a few others are in the same situation with this discount coming off. I have fired off letters of complaints and been told to speak to my department manager but I should know the process so tuff. Also I'm not allowed to go to CISAS with my dispute as ultimately I want to take my case to Ofcom.

Also when I upgraded I didn't receive a text to confirm my contract, also the terms and conditions and contract length letter were not sent as they should be.

I'm wondering if I can get them to write off the contract as no ts and cs sent. No proof then of any length of contract. No paperwork and no offline bills are sent.

Some people in my work have cancelled their direct debits but I'm not about to ruin my credit record with this.

Any ideas?

Retrogamer

Is there no cooling off period?

thecoldstreamer_2

Their is a 14 day cooling off period but I have no proof of contract and my phone scratched within a couple of days so it's technically damaged even if it is remote.

If I have no contract ts and cs I could argue I'm on a £51 contract with a free phone?

visidigi

thecoldstreamer wrote: »

Firstly I must point out I work for the mobile phone company in question so will not mention the name of the company.

I recently upgraded from a sim only 12 month contract on to a new contract with a samsung galaxy note 3 and previously I had a 50% discount on my account for being staff.

When I upgraded my 50% discount came off my account. I have escalated on calls saying I should of been told it comes off if I upgrade over the phone rather than internally on my companies systems. Myself and a few others are in the same situation with this discount coming off. I have fired off letters of complaints and been told to speak to my department manager but I should know the process so tuff. Also I'm not allowed to go to CISAS with my dispute as ultimately I want to take my case to Ofcom.

Also when I upgraded I didn't receive a text to confirm my contract, also the terms and conditions and contract length letter were not sent as they should be.

I'm wondering if I can get them to write off the contract as no ts and cs sent. No proof then of any length of contract. No paperwork and no offline bills are sent.

Some people in my work have cancelled their direct debits but I'm not about to ruin my credit record with this.

Any ideas?

No cooling off on upgrades usually.

But to clarify OP you want to take your own employer through the process to Ofcom because your staff discount hasn't applied? For the sake of my job I'm not sure I would, but each to their own.

You cannot get them to write off the contract because your staff discount didn't apply. You haven't actually taken out a new contract, you have actually established a new minimum term to an existing contract, hence upgrades don't have cooling off periods.

You're really going to struggle here as its an internal discount only staff can have...so you would have expected staff to follow the defined internal process accordingly...

ValHaller

visidigi wrote: »

You cannot get them to write off the contract because your staff discount didn't apply. You haven't actually taken out a new contract, you have actually established a new minimum term to an existing contract, hence upgrades don't have cooling off periods.

If it is an upgrade then 50% discount should still apply, unless it was pointed out at the time that it would not.

So effectively it is a new contract and OP does not accept the terms. OP should immediately reject in writing, contingent on the 50% discount not being upheld. I believe that the 14 days should apply from the point that OP became aware it was not on the original terms.

OP needs to show that the contract was taken on staff terms, of course. OP should state in the letter that they are continuing with the direct debit but are seeking reimbursement and will take this to court if necessary.

TadleyBaggie

thecoldstreamer wrote: »

Firstly I must point out I work for the mobile phone company in question so will not mention the name of the company

Then you better check your old posts, you've clearly stated who you work for.

Pepelepew

I work for the same mobile company as you. I must say they have made the discount options very difficult to use the 50% discount. I have to say even though its quite hard to find, it is on the intranet. I would say that you wont get anywhere with internal accounts and will just have to deal with the lack of discount. Surely, you can add the new 40% discount to your sim only line?

Was it full monty sim only you went onto?

paddyrg

I guess one problem could be going to a subsidised handset from sim only. Those handsets cost real money, and probably a good slice of the total deal price, especially on the new releases like the note 3. Margins on phones are slim compared margins on calls and data, so that might have driven things up. It may be that the network in question do subsidise handsets for staff, but that you have to jump through certain hoops as they treat them as stock write-offs with different accounting procedures.

thecoldstreamer_2

Pepelepew wrote: »

I work for the same mobile company as you. I must say they have made the discount options very difficult to use the 50% discount. I have to say even though its quite hard to find, it is on the intranet. I would say that you wont get anywhere with internal accounts and will just have to deal with the lack of discount. Surely, you can add the new 40% discount to your sim only line?

Was it full monty sim only you went onto?

No it was the EE 51 plan. I have a 40% discount now but am annoyed as upgrades didn't advise I'd lose the 50%.