Mobile Phone Contract - Price Rise Refunds

Trappy

5th email same stance


Dear,

Thank you for the recent email regarding out of bundle charges. You have already been advised on our position regarding your complaint. Therefore if you would like to escalate the issues, you would need to do so by external means.

Your Vodafone account is valid and we would not be terminating your contract due to the out of bundle price plan increase, the increase will not be affecting you more than 10%.

We are regulated by Ofcom this also includes Vodafone terms and conditions.

Thank you,

Customer Services Adviser
Customer Relations
Vodafone Limited

claireb1

I dont think got long reply my decision think was 16th or 17th of June got my reply. 6 weeks from then.

factor29

Just had my reply from Vodafone in reply to latest mail



Good Evening

Thank you for contacting Vodafone.

You have requested we respond by terminating the contract with no early termination fee or supplying a deadlock letter.

As advised previously we are not looking to terminate the contract with no early termination fee as the contract has not been effected by more than 10% by the out of bundle price increase. This has been detailed in previous correspondence.

We must also advise we cannot, at this time, supply a deadlock letter for this complaint as the complaint is in regards to a commercial decision made by Vodafone. The ombudsman does not handle complaints in relation to commercial decisions.

We trust this clarifies matters for you.

Kind Regards

Maccadinho25

pau1200 wrote: »

CISAS has just emailed me back regarding the backdating, they have left me fuming, email below.

Dear Mr notbotheredasyournotEE

Further to the company’s request for clarification in the above case, please see below the adjudicator’s response:

‘‘There was no specific claim for a refund of charges in the application or the quantification of any refund. If the customer used the services of the company then clearly the customer is not entitled to any refund. If however the customer ceased all use of the service from the day he was entitled to have the contract terminated then it would be reasonable for the company to refund any charges as the customer demonstrated that he regarded the contract as terminated.’

We trust the above clarifies our final response.

I guess final means go f**k yourself

What an absolute disgrace CISAS are!! Im waiting for my response from IDRS to the complaint i made about their inconsistencies, should make for one sided reading on EEs behalf :mad:

Pilotmic

ulaggy wrote: »

I haven't gone back to CISAS yet after my loss. I've just been waiting. RC says that he is waiting to hear back from MSE as to whether they want to get involved in a big push or something.

I'm still looking to progress this to the SCC, but won't be doing it without proper guidance. Hopefully MSE will say something soon!

I'm getting impatient and annoyed by their tactics. Also cisas are acting terribly for an impartial body.

But, I have had a full and final email from orange about my requests. I am trying to find out from them which gc9.6 we are held to regarding our contracts. Futile attempt I know, but I'd rather annoy them further.

Martinmal1

Maccadinho25 wrote: »

What an absolute disgrace CISAS are!! Im waiting for my response from IDRS to the complaint i made about their inconsistencies, should make for one sided reading on EEs behalf :mad:

It's almost a case with ofcom and cisas who regulates the regulator and who deals with disputes with the IDRS. Anyone thought of copying in some mps in it is after all election time next year and a sure fire way to get them to act.

greavsy026

Just had this from EE, I'm sure that my decision meant I could cancel penalty free, regardless of whether I used the PACs or not. I only need to use the PAC from one number. Seems they want to be even more awkward!

Dear Mr #########,

I refer to the above and to your acceptance of the adjudicator’s decision.

I confirm that we have requested the PAC codes for all 3 mobile numbers and will allow you to terminate from the EE network without applying a cancellation charge, you should receive these shortly via text message.
Please note that we cannot cancel your accounts until the PAC has been used. Once your account has been terminated we will then recalculate your account to refund any payments made by you in respect to charges incurred since 15 April 2014.

I would be grateful if you could confirm when you have used your PAC code so that we may refund any additional charges you may have paid since 15 April 2014.

I await to hear from you in due course.

Kind regards


Ms Lamley Lamptey
Legal Counsel
Dispute Resolution Legal Affairs
07908 208 436

sunshinerise111

greavsy026 wrote: »

Just had this from EE, I'm sure that my decision meant I could cancel penalty free, regardless of whether I used the PACs or not. I only need to use the PAC from one number. Seems they want to be even more awkward!

Dear Mr #########,

I refer to the above and to your acceptance of the adjudicator’s decision.

I confirm that we have requested the PAC codes for all 3 mobile numbers and will allow you to terminate from the EE network without applying a cancellation charge, you should receive these shortly via text message.
Please note that we cannot cancel your accounts until the PAC has been used. Once your account has been terminated we will then recalculate your account to refund any payments made by you in respect to charges incurred since 15 April 2014.

I would be grateful if you could confirm when you have used your PAC code so that we may refund any additional charges you may have paid since 15 April 2014.

I await to hear from you in due course.

Kind regards


Ms Lamley Lamptey
Legal Counsel
Dispute Resolution Legal Affairs
07908 208 436

As EE is being awkard, just port your number to pay as you go, should not incur any charges.

Sully1

Just had latest reply from Voda.. They still have not answered the original queston, and now will not answer any more Emails regarding the price rise, pretty appaling stance from them.

Thank you for your email below. We would like to confirm our position to you.

As previously discussed and confirmed in several emails to you, your account is not affected by the price increases and therefore not eligible to cancel.

Vodafone are regulated by Ofcom and have followed all guidelines accordingly.

As this is a commercial decision and no guidelines have been breached we will not be issuing a letter of deadlock to you. You are free to approach the Ombudsman for advice at any time.

Ombudsman Services Contact Details
Phone: 0330 440 1614 or 01925 430049
Post: Ombudsman Services, PO Box 730, Warrington. WA4 6WU


We are unable to comment any further on this matter. Any further correspondence received in reference to the price increase will not be responded to.
I trust the above clarifies matter for you.

Yours Sincerely

Vodafone Directors Office

rockstarzzz

Hi RC!


I've followed the first two templates with EE and they asked me to go to CISAS. I've asked them to provide me with deadlock reference and just to scare them off also told them, I don't want only CISAS, I also want to go to small claims court. This is the reply I have received :


Dear Mr xyz,

Thank you for your further email dated 4 July 2014.

I acknowledge your request for a deadlock letter, however please use these correspondence as reference that we cannot reach an amicable resolution, as we are not legally obliged to issue a deadlock letter.

I trust that this response meets to your satisfaction.

Yours sincerely
Mark


Would you suggest me to use previous CISAS applications+evidences that you guys have used? Or should I use something more recent for a successful claim?


Also - my original plan of £41 has been significantly discounted to £16 per month due to various issues in this contract. Does it make sense to ask for termination as I still have 13 months left on my contract (2 lines)? Will getting this much discount change anything as I understand they are increasing price on £41 contract, not £16.


Will await your response before I make an application in CISAS.