Mobile Phone Contract - Price Rise Refunds

Mikmonken

RandomCurve out of interest who's your phone provider?

RandomCurve

Mikmonken wrote: »

RandomCurve out of interest who's your phone provider?

Fair Question.
I've always been with 3, but for family members we had 2 Orange contracts and 1 T-Mobile.
The T-Mobile I left without penalty and £150 compensation after 4 months when EE applied an incorrect price rise percentage last year (via CISAS).
One Orange contract I had the price rise cancelled and £50 compensation (at CISAS),
The Other Orange contract lost at CISAS, so took it to court and EE paid up before the case was heard (cancelled price rise and £45 expenses).
Additionally Orange then messed up the price rise refund on one of the contracts so I phoned and asked them to remove the 86p charge, and they apologised and gave me a £30 CREDIT!
All contracts now with 3.:)

RandomCurve

I will publish a FULL CISAS case tomorrow (assuming technology does not let me down!!).

skuk21

OK so I finally got my response from EE.
Seems different to what others have received.

RC - any tips on what I should do next please?

Case Reference: xxx
Account Number: xxx and xxx

Dear Mr X,

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

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 7.1.4. As the increase is less than RPI should you wish to close the account early in accordance with clause 7.2.3.3 you would be subject to an early termination fee.

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

NOTICE AND DISCLAIMER
This e-mail (including any attachments) is intended for the above-named person(s). If you are not the intended recipient, notify the sender immediately, delete this email from your system and do not disclose or use for any purpose.

We may monitor all incoming and outgoing emails in line with current legislation. We have taken steps to ensure that this email and attachments are free from any virus, but it remains your responsibility to ensure that viruses do not adversely affect you.

EE Limited
Registered in England and Wales
Company Registered Number: 02382161
Registered Office Address: Trident Place, Mosquito Way, Hatfield, Hertfordshire, AL10 9BW

Mikmonken

See post #175 and copy in Lynn.Parker@ofcom.org.uk you need to get a deadlock letter from EE which will put you in the same boat as the rest of us. Copying in OFCOM should prompt that from ee.

Read through the previous posts a couple of pages back to see the likely kind of response you'll get

skuk21

thanks mate

muse213

Have sent off another email, cc'ing in Lynn.Parker@ofcom.org.uk this time. Lets hope something gets done.

muse213

Been told to go to CISAS, just like everyone else has in the email, will wait for RC to provide the case email!

skuk21

muse213 wrote: »

Been told to go to CISAS, just like everyone else has in the email, will wait for RC to provide the case email!

Same here
got a rapid response when CC'd in ofcom. Waiting for RC to submit a case to CISAS

RandomCurve

Before posting a template CISAS claim I thought a little step through guide to the CISAS process may be of use.

When you submit your claim CISAS will forwarded it to EE who then have 10 days to respond (submit a defence).

CISAS will send you a copy of the defence and you will have 5 days to respond the EEs defence - you do not have to respond, but if past history is anything to go by it will be a pack of lies including claiming that CISAS do not have authority to decide these cases, and that EE have acted within their rights!!! So you should respond (I will help –their response is likely to be long and complex).

Once CISAS receive your response to the defence an adjudicator will be appointed (takes a day or 2) and then CISAS will make a judgement within 3 weeks of the appointment.

As for the application process itself it goes like this:

I will post a CISAS claim that you should just be able to copy and paste into the CISAS claim form (it is less than 750 words) which can be found here:

http://www.cisas.org.uk/Makeanapplication-25_e.html

Don't forget to update the Red orange blue and green items dates/clauses as relevant to you.

When you follow the link above you will need to enter some details (name address etc etc) there are also some drop down boxes - most are self-explanatory, but here is some guidance:

[*]'Dispute Type'- contract Terms
[*]'What do you want the company to do?'

• 'take some action' - Give a back dated penalty free cancellation and a PAC and unlock code

[*]'Give you money' *

* the amount you put in this box is the MAXIMUM they will give you, you will see from the claim below that I have explained how to calculate this.

You will also have an option to upload "evidence" or to submit that separately by email - I suggest you submit it separately via email (as the attachments method did not work when I tried to do it that way). The evidence is just the emails you have sent EE and the responses you have received. These emails are the Appendix 2 - X referred to in the claim I will supply Appendix 1.