Mobile Phone Contract - Price Rise Refunds

goldfink

Finally got a reply today to my first email (where I had included my account details).

Have just sent over the second email, but have added in a couple more points about the bad customer service I have personally received. And as my contract is less than 12 months old I have also added in Martinmal1's comments. Thank you Martin, I couldn't work out how to thank you in your post.

Will wait for the second generic response now, but have also CC'd Ofcom in this one.

Thanks again to Random Curve for all the hard work. You're a gent! :T

Maccadinho25

Hi RandomCurve,

Didnt receive a response to my first email (your template) for over 7 days (including bank holidays etc) so sent the 2nd (chasing) email last night

I received the first response everyone has received from Victoria Hunt this morning at 8am!! and before i had chance to get on here and send the third template you made i received the CISAS response at 1pm without me sending anything else - i presume this doesnt effect my case and i can now await your next step (which i am eternally greatful for!) and send that off?

Thanks

snakeyface

Hi all! Just got a response to my second email, it's slightly different to most here I think with no paragraph referring to CISAS.

It's also a lot shorter, so I'm not sure if Randomcurve's template in post 175 applies - they mention a different clause than the one RC quoted.

Should I just send the template in 175 or try something else?


Dear XXXXXXXX

Thank you for your email dated 12 April 2014, received in the Executive Office, I have been asked to respond on behalf of EE.

I am 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.

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



Victoria Hunt
Executive Office, EE

snakeyface

Tezza316 wrote: »

Ive had a slightly different reply. Please could you let me know how to proceed. Cheers in advance!!

Hi there - I had your exact same email response. What did you end up replying with? I'm not sure if the template in post 175 really applies seeing as they don't mention the clause RC put in the template.

Troy_Tempest

Well, I generously allowed some time for EE to reply because of the bank holidays, but no response to both mine or my daughters' emails sent 14th April using the template from post#99.

Have now responded using follow up email#166 (using the pre 30th October 2012 for myself)

RandomCurve

Maccadinho25 wrote: »

Hi RandomCurve,

Didnt receive a response to my first email (your template) for over 7 days (including bank holidays etc) so sent the 2nd (chasing) email last night

I received the first response everyone has received from Victoria Hunt this morning at 8am!! and before i had chance to get on here and send the third template you made i received the CISAS response at 1pm without me sending anything else - i presume this doesnt effect my case and i can now await your next step (which i am eternally greatful for!) and send that off?

Thanks

Yes that is right - I'll post a CISAS case soon

RandomCurve

Troy_Tempest wrote: »

Well, I generously allowed some time for EE to reply because of the bank holidays, but no response to both mine or my daughters' emails sent 14th April using the template from post#99.

Have now responded using follow up email#166 (using the pre 30th October 2012 for myself)

I bet they send you straight to CISAS re the Pre Oct 2012 T-Mobile contract - they know they have been caught out here and won't want to engage with you!!

RandomCurve

snakeyface wrote: »

Hi there - I had your exact same email response. What did you end up replying with? I'm not sure if the template in post 175 really applies seeing as they don't mention the clause RC put in the template.

They won't notice and it still fits close enough so send #175 or adapt it slightly if you prefer.
I think EE have seriously changed tactics so rather than arguing things they are just directing customers straight to CISAS.

goggster

Hey RC

Ive now had the email from tmobile telling me that if im not happy i need to contact CISAS

My contract runs out 20th Jun 2014 so that means i need to notify tmobile on the 20th May. Do i have enough time to go down the cisas route?

ive read about the hassles of cancelling a contract and using a PAC so want to avoid going down this route if possible.

skuk21

RC many thanks for your assistance.

I sent my email off on the April 13th and have not received a reply.

How long is taking for you guys to get a response?

I've resent an email using the template from post 166. Fingers crossed!

Many thanks