Mobile Phone Contract - Price Rise Refunds

snakeyface

RandomCurve wrote: »

Have they got your account or phone number? If not resend with the numbers. If they have the details already let me know and we will see if we can get this to CISAS.

Yep, I gave them my phone number in my first and second email - first email was sent on the 12th of April. I left a 9 day gap due to the Easter bank holidays, and then sent the second template email.

In the second email I said "If I have not had a FULL response within 7 days (April 28th 2014) I will then immediately proceed to bring a CISAS claim in regards to this matter".

How would I go about taking this to CISAS? I have still had no response at all from EE.

Thanks so much for your help!

RandomCurve

muse213 wrote: »

Just recieved the letter through the post...

""Dear XXXXXXX

Orange Account Number: XXXXX

Thank you for your email dated 11 April 2014, received in the Executive Office, I have been asked to respond on behalf of EE.

.......


Victoria Hunt
Executive Office, EE"

What I find ridiculous is how EE are allowed to use the previous months RPI, and estimate the figure that is going to be for the next month. With that BBC article, it said that in March, the RPI figure went down to 2.5, not 2.7...

What would i be allowed to do now? Do i send another email?

Use the template email at post #175.


Don't get hung up on the 2.7% v 2.5% the contract says they will use the figure published before they write to you - which was 2.7%.
The only significance the 2.5% will have is:

1. if you are on a T-Mobile Pre 30 October 2012 contract OR
2. you received your letter after the 2.5% rate for March was published (15th April).

RandomCurve

snakeyface wrote: »

Yep, I gave them my phone number in my first and second email - first email was sent on the 12th of April. I left a 9 day gap due to the Easter bank holidays, and then sent the second template email.

In the second email I said "If I have not had a FULL response within 7 days (April 28th 2014) I will then immediately proceed to bring a CISAS claim in regards to this matter".

How would I go about taking this to CISAS? I have still had no response at all from EE.

Thanks so much for your help!

I'll will be putting up a CISAS claim shortly.

Mikmonken

RandomCurve wrote: »

Use the template email at post #175.


Don't get hung up on the 2.7% v 2.5% the contract says they will use the figure published before they write to you - which was 2.7%.
The only significance the 2.5% will have is:

1. if you are on a T-Mobile Pre 30 October 2012 contract OR
2. you received your letter after the 2.5% rate for March was published (15th April).

Hi RandomCurve, I actually received my letter dated 7th April on the 15th April and put this in my original email, my rise quoted the 2.7% does this put me in a slightly stronger position?

muse213

Thanks RC, have sent the third email, but taken out the part with T Mobile as im not with them.

Signum2244

I have Just sent the letter from post #175 as I got a reply today. I look forward to seeing what they come back with.

Thanks RC

Pilotmic

Also received the go talk to cisas email. Looking for help where possible with best way to win. Thanks all.

South_West_Sam

OK, So I sent letter 1 template to Olaf Swantee on 12-04-2014 and have received no response at all from EE. I've allowed more than the seven day period stated and I'm wondering what the next stage is?

EE seem to be ignoring my emails.

Martinmal1

Got a feeling cisas are going to be busy in the near future

Shaunyboy

Looks like EE are speeding things up.

Sent 1st and only e-mail on the 20th April, remember this was last Sunday of long Easter weekend, and they have replied to me today after 4 working days. So can't really complain about bad customer service on that front.

This is EEs reply:-

Case Reference: 215**** Account Number: 108******

Dear Mr T,

Thank you for your Email received in the Executive Office, I have been asked to respond on behalf of EE. I'm sorry you are unhappy with the recent increase to our prices and some of our services. As a company we are committed to investing significantly in our network and work hard to give the best value for our service, we have in this instance tried to keep these increases to a minimum. However due to rising business costs linked to inflation we have had to revaluate our pricing structure. In this instance, the increase to price plans is in line with RPI at 2.7% and compliant with the terms and conditions of your contract. Our terms and conditions give us the right to increase the cost of our services and this change does not give you a right to terminate your contract. Please refer to clause 3.7 in your terms and conditions. EE do not feel that this change is of material detriment to you as it is in line with the Retail Price Index (RPI), which is a measure of inflation. I acknowledge you do not agree with this decision therefore the next step would be to seek independent adjudication via CISAS. You may refer your complaint to CISAS. CISAS will determine whether the complaint falls within the jurisdiction of its ADR Scheme. We may argue that it does not. If CISAS agrees its Scheme applies, it will adjudicate on the complaint in line with the Scheme rules.
CISAS's details are as follows:-
CISAS International Dispute Resolution Centre
70 Fleet Street,
London,
EC4Y 1EU
Email: [EMAIL="info@cisas.org.uk"]info@cisas.org.uk[/EMAIL]
Tel: 020 7520 3827 Fax: 020 7520 3829

Whilst I understand this is not the outcome you were looking for, I trust I have clarified EE's position regarding this matter.

Yours sincerely

Executive Office, EE

Shall I forward my complaint on to CISAS now or do I go back to EE?