Mobile Phone Contract - Price Rise Refunds

muse213

Have done a quick update of my email that I am about to send.

Dear Carmel,

Having done some research, T Mobile, in the link provided (http://support.t-mobile.com/docs/DOC-3868) and which was updated on March 2014, has a specific reference to backdating, to which they acknowledge backdating is a form of refund, to which they state they only reduce the charge for next upcoming bill. As I am cancelling and moving to a different provider, it is my understanding that I get the bills that I have paid from the 25th April 2014 refunded to me, as per the adjudicators decision.

Along with this, I have been in contact with other consumers going through the same process, and they have all had emails saying that they would have the backdated amount refunded to them, which will be finalised once they have used their PAC code that was given to them, in which they would confirm when they use the PAC code, and the backdated amount will be sorted out by cheque alongside the compensation, so I honestly don't understand why you have sent CISAS (Which I have CC'd) an email saying that EE doesn't understand and would like an adjudicator to comment, when the company does know what the term backdated means, and there is proof that the company does.

I am honestly disappointed with the customer service that I have received from the company, and refuse that it happens any longer. When I return from France this evening, I would also like to arrange so I can get my PAC code via the customer services option, which I will probably call up on Friday/Saturday.

KARLITO

Ok it's seems I have a new adjudicator, Dean Taylor has stepped down due to unforeseen circumstances and I have been appointed adjudicator Hanna Gronberg..

muse213

Sent the email, let's see what happens.

killer1981

Hi all, I started the Vodafone process to cancel my contracts last Friday. I'm currently on email 3 and receiving pretty much the same emails as everyone else appears to be getting. Apart from I had a lengthy conversation on the phone with the directors office where they dodged the issue of gc 9.6 and basically said their terms and conditions override that clause. How's everyone else getting on ?

corsaman2002

Doug85 wrote: »

Who are you dealing with from EE. I've just had my email from Carmel Codd stating that my PAC code is on the way and a cheque with compensation and backdated bills will be on the way. I disagreed with the total they had come up with as they hadn't included the half a month from April, two emails later and now getting the full month for April too.

I also had an email from Carmel Codd telling me I will be having everything that CISAS awarded me. She quoted a sum but said this would be re checked when I use the puk code so I have everything refunded from the termination date.

Looking good so far.

ShowMeTheMoola

SUCCESS!!!!!:j:j:j

Despite EE switching up their defence on me (stating I should have asked to terminate when the change in T&Cs were announced), Claire Williams' decision was that my claim succeeds in part :beer:

Penalty free termination from April 21st, pac code and £100 compensation :T
The only thing I did not get was the unlocked handset but that's fine... sorted for £10 down the road

I am absolutely buzzing as I thought EE's new approach seemed to be working from the recent results on here.

RandomCurve - THANK YOU!!!
Would not have even thought to challenge them if I had not stumbled upon all your hard work on here.

KARLITO

Is CISAS having trouble?

Another adjudicator is appointed, due to previous one cannot make a decision! Now appointed Clare Andrews, this is third adjudicator! What's so hard to decide? Simple EE are in the wrong!

starsailor123uk

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Had a response from CISAS which wasn't good so are now formally starting a complaints process with them
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[FONT=&quot]I am completely staggered by the last line as it should not have to be stated explicitly it is clearly a consequence of the situation. If the contract effectively ends on the 4th March Orange/EE cannot charge me for a service contract that wasn't under contract. If they argue you continue to use the service my response is that is a factor of you not applying the terms and conditions and therefore your problem!
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[FONT=&quot]“At the time of the customer's CISAS application, the customer made it clear that he was claiming for one of the following two remedies: 1) to maintain his existing contract at the original price and conditions or 2) be issued with a penalty free exit from the contract.[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]As the customer did not specifically request for the termination of his contract without penalty and have all charges waived from the point of termination onward, no such provision was made by me as the adjudicator. Accordingly, my decision for the company to terminate the customer's account (backdated to 4 March 2014) does not include a refund of charges incurred after this date.[/FONT]

factor29

RandomCurve wrote: »

Sorry to quote myself, but the above was a complete red-herring!
The forum is just made up of vodafone customers and trying to explain anything on there is like talking to little clones of the Vodafone executive office - see for yourself:
http://forum.vodafone.co.uk/t5/Pay-monthly-services/How-does-the-out-of-Bundle-Price-rise-comply-with-Ofcom-GC-9-6/td-p/2144119
Don't think I'll waste any more time there!

Your not allowed to say a bad word about them on there lol

Mikmonken

QUESTION: As EE are clearly going back to CISAS asking for clarity re a decision, does this effectively open the door to a consumer i.e. me, going back to CISAS saying,

Hi just wanted to clarify, the adjudicator said that my claim failed as i should have cancelled when there was a change in T&C's an option that wasn't afforded to me at the time. Would you please confirm whether therefore based on this ruling I am able to cancel my contract with EE penalty free and back dated to March 26th 2014 with all cost waived, phones unlocked and PAC code provided?

It doesn't seems a little one sided if EE can contest and the consumer can't.