Mobile Phone Contract - Price Rise Refunds

Swampsnake

My generic "we're right you're wrong' letter arrived in the post this morning, and a modified email reply as per post #175 sent back.

At least we seem to be making EE spend the money they were going to make from the increase on posting out letters to p****d off customers :beer:

Geewalt1

Sent first email on 10th and then a chaser on the 20th but still no reply from the marvelous people at EE. Guess I'll wait for RCs CISAS template.

narika

I had sent first email on 10th and second email on the 14th and no response as yet from Orange neither through post nor through email.

RC, going forward, could you please advise what is the best course of action in my case.

many thanks once again for your valuable time and information.
Narika.

RandomCurve

Mikmonken wrote: »

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?

I assume letters/emails are random (but not curved!!!).
In terms of why they re so keen all of a sudden to go to CISAS means one of two things:
They have learnt that if they prevent people going to CISAS as they have in the past they get hit with compensation claims, OR
They have done a deal with Ofcom and CISAS and already know CISAS will not accept cases or find in their favour*
Depends on how cynical you are which one you think it is!!!
*taken this to CISAS will cost EE around £300 per case, so even if we lose EE lose more from your contract than they would gain on the price rise - this is why EVERYONE should go to CISAS on this, as once one price rise has cost them more than EE get they will stop raising prices in the future!

RandomCurve

ulaggy wrote: »

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!

They do work weekends

RandomCurve

narika wrote: »

I had sent first email on 10th and second email on the 14th and no response as yet from Orange neither through post nor through email.

RC, going forward, could you please advise what is the best course of action in my case.

many thanks once again for your valuable time and information.
Narika.

My advice is to keep sending the original email to EE (copy in [EMAIL="Lynn.Parker@Ofcom.org.uk"]Lynn.Parker@Ofcom.org.uk[/EMAIL])
And star each one "You have ignored my last 2 emails please respond to this third email - my original email is reproduced below."

2 days latter resend (copying in Lynn again)

Starting
You have ignored my last 3 emails please respond to this fourth email - my original email is reproduced below."

And keep going every two days.


Reason for above is 2 fold:
It builds your case for compensation, and
Ofcom my get off of their lazy fat a*** and take some action (but don't hold your breath).

Shaunyboy

I don't like this from EE:-



"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."


Lets hope they haven't stitched this up so we can't even go to CISAS.


It wouldn't surprise me though.

ulaggy

RandomCurve wrote: »

They do work weekends

I sent the email in post 175 in reponse to the letter I received, on the 23rd, but had no response yet. No email saying to go to CISAS or anything. Should I chase it up or give it another day or two?

RandomCurve

ulaggy wrote: »

I sent the email in post 175 in reponse to the letter I received, on the 23rd, but had no response yet. No email saying to go to CISAS or anything. Should I chase it up or give it another day or two?

Chase up and copy in [EMAIL="Lynn.Parker@Ofcom.org.uk"]Lynn.Parker@Ofcom.org.uk[/EMAIL]

RandomCurve

I am working on the case to send to CISAS - it is coming along nicely, but I am also exploring a couple of other items that MAY be beneficial to include. There is no time limit on when to send this to CISAS, so bear with me - it will be this week.