Mobile Phone Contract - Price Rise Refunds

Mick_Cranes_Sidestep

Thanks Random Curve, I am upto letter two having had knock back number 1. Will keep going - I have 3 months left on my contract so it is only going to speed up my exit from EE.

djewson

Got an auto reply from CISAS saying they would reply in 5 days to my email

See what they say

pau1200

Shaunyboy wrote: »

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?

Received exactly the same response as you, not sure how to take it as I wasnt expecting them to suggest going CISAS. It has been 15 days since I sent my email so very sloppy from EE. Im assuming that we should contact EE explaing that they havn't answered all my points using your second template before going to CISAS.

Maccadinho25

No response from my initial email on the 17th yet....

Will leave it till Sunday and send the chasing follow up!

RandomCurve

pau1200 wrote: »

Received exactly the same response as you, not sure how to take it as I wasnt expecting them to suggest going CISAS. It has been 15 days since I sent my email so very sloppy from EE. Im assuming that we should contact EE explaing that they havn't answered all my points using your second template before going to CISAS.

No we will take it straight to CISAS - I will put a template on the forum over the weekend.
EE will just ignore any email you send now, and you won't be "entitled" to a response because they have said you can go to CISAS.

Mikmonken

RandomCurve is there anything to read into in terms of the quick responses? And the means with which they've sent stuff back I.e why do some get letters and others get emails? Or is it just random?

pau1200

RandomCurve wrote: »

No we will take it straight to CISAS - I will put a template on the forum over the weekend.
EE will just ignore any email you send now, and you won't be "entitled" to a response because they have said you can go to CISAS.

Thanks RC for your help, its greatly appreciated.

ulaggy

Disappointed that I haven't had the "Go to CISAS" email yet. Guess I'm not likely to get it till Monday at earliest unless the Exec Office folk work weekends.

Good luck all, looks like it's coming to a bit of a crunch stage now!

lurkylurky

I sent the first e-mail om Monday and received this response yesterday:

I am sorry you are unhappy with the recent Price Increase. As a company we are committed to offering the best value for service which is why we have kept the increase to a minimum. The increase is a result of the rising costs to our business and is in line with the Retail Price Index (RPI), which is a measure of inflation.

We are obliged, as are all UK operators, to abide by General Condition 9.6 of the Ofcom. This condition sets out what we must do if a change is of material detriment to a customer, which is to provide 30 days' notice and allow a customer to end their agreement free of charge. When the changes are not of material detriment, the customer does not have the right to end their agreement. In the case of this price increase, the change is not of material detriment to customers.

The increase is in line with the Terms and Conditions of your contract specifically clause 15.1). As the increase is less than RPI should you wish to close the account early in accordance with clause 4.3.1 you would be subject to an early termination fee.

Orange 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: info@cisas.org.uk
Tel: 020 7520 3827
Fax: 020 7520 3829

I trust the above information is of assistance to you.

Yours sincerely
Executive Office

Many thanks RandomCurve, I will wait for your template.

Signum2244

Received this in my inbox this morning. Not sure what to do next they clearly can't even be bothered to explain through the points mention in the previous 2 e-mails. I guess the next step is CISAS?


Dear Mr ******,

I apologise again that you are unhappy with the recent Price Increase. As a company we are committed to offering the best value for service which is why we have kept the increase to a minimum. The increase is a result of the rising costs to our business and is in line with the Retail Price Index (RPI), which is a measure of inflation.

We 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