Mobile Phone Contract - Price Rise Refunds

Mikmonken

claireb1 wrote: »

Must sort this tomorrow thanks RC. Is option saving EE emails as files? To attach over?

In terms of evidence as long as you get what you want to say or have said over to who ever needs it it shouldn't matter.

You could print each email to a PDF or forward email trail to relevant email address just make sure it's as it comes. I.e if you have a letter coming via post scan it and attach via PDF or jpg don't re type.

I wouldn't retype as a quick photo these days of a printed email would suffice so long as it's not blurred or unreadable.

For info I've been sued by an unscrupulous landlord and won (if you can call getting your deposit back that) because of the quality of the defence.



Just make sure you have it all. If you've sent a whole load of abusive emails you can rest assured they'll be used against you.

jogplc

Cisas case sent off today after receiving two emails from Orange ('Refer to term 3.7 of your contract' and 'You can take your complaint to Cisas'). I don't really pay that much a month, just sick and tired of all the changes to terms and conditions, I left my bank of 15 years for the same reason lol.

Anywho, Orange will lose two customers is all is well as my wife's contract is up and she's waiting on the outcome of this to see if we can get a good deal together.

Thanks

PeteM1967

Well just got my response back to the #165 initial email:

Looks fairly similar to what most people are getting although I did notice it was more impersonal - not signed by a person, almost an auto reply with just my name at the top. Perhaps they are getting a little bit overloaded!

I was hoping to get straight to the CISAS stage but looks like the follow up email is needed. If thats what they want then so be it!

----

Case Reference: xxxxxxx
Account Number:

Please respond to [EMAIL="executive.office@everythingeverywhere.com"]executive.office@everythingeverywhere.com[/EMAIL]

Dear Mr xxxxxxxx,

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.

Our terms and conditions give us the right to increase the cost of our services that are not part of your core monthly allowance and this change does not give you a right to terminate your contract. Please refer to 7.1 clause in your terms and conditions.

The Office for National Statistics published its official rate of RPI on the 25th March. The official measure of RPI for this period is 2.7%. We contacted customers between the 5th and the 14th April in order to give 30 days' notice of the effective date, which is 28th May 2014.

Whilst I appreciate this may not be the response you had hoped for, I trust I have
explained the reason why I cannot release you from the agreement without penalty.



Yours sincerely



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

skuk21

CISAS case sent off for my 3 numbers with EE.
Many thanks for your help RC!

ulaggy

Email with my supporting evidence has failed to reach CISAS.

"This is an automatically generated Delivery Status Notification.

Unable to deliver message to the following recipients, due to being unable to connect successfully to the destination mail server.

info@cisas.org.uk





Confidentiality and Disclaimer Notice

Unless otherwise agreed expressly in writing by an authorised
employee of IDRS Ltd, this communication is to be treated as
confidential and the information in it may not be used or
disclosed except for the purpose for which it has been sent. If
you have reason to believe that you are not the intended
recipient of this communication, please contact the sender
immediately.

IDRS Ltd may monitor email traffic data and also the content of
email for the purposes of security and staff training.

WARNING: Computer viruses can be transmitted by Email. IDRS Ltd
virus scans all email sent and received by its systems but the
recipient should also check this Email and any attachments for
the
presence of viruses. IDRS Ltd accepts no liability for any
damage caused by any virus transmitted by this Email.

Final-Recipient: rfc822;info@cisas.org.uk
Action: failed
Status: 4.4.7"

Not good. Has anyone had it fail, and if so - did you have attachments on your email. Wondering if it's related to attachments or not!

I've resent the email, if I get the same first warning email tomorrow, I'll call them and see what's the problem!

skuk21

when did you send your email? i sent mine around 12:30 and hve received confirmation

Thank you for contacting CISAS. We shall endeavor to respond to you within the next 5 working days.
Confidentiality and Disclaimer Notice

Unless otherwise agreed expressly in writing by an authorised
employee of IDRS Ltd, this communication is to be treated as
confidential and the information in it may not be used or
disclosed except for the purpose for which it has been sent. If
you have reason to believe that you are not the intended
recipient of this communication, please contact the sender
immediately.

IDRS Ltd may monitor email traffic data and also the content of
email for the purposes of security and staff training.

WARNING: Computer viruses can be transmitted by Email. IDRS Ltd
virus scans all email sent and received by its systems but the
recipient should also check this Email and any attachments for
the
presence of viruses. IDRS Ltd accepts no liability for any
damage caused by any virus transmitted by this Email.

muse213

Ulaggy that is really weird! I got this through saying that it had gone through okay, try sending it again?

"Thank you for contacting CISAS. We shall endeavor to respond to you within the next 5 working days.
Confidentiality and Disclaimer Notice

Unless otherwise agreed expressly in writing by an authorised
employee of IDRS Ltd, this communication is to be treated as
confidential and the information in it may not be used or
disclosed except for the purpose for which it has been sent. If
you have reason to believe that you are not the intended
recipient of this communication, please contact the sender
immediately.

IDRS Ltd may monitor email traffic data and also the content of
email for the purposes of security and staff training.

WARNING: Computer viruses can be transmitted by Email. IDRS Ltd
virus scans all email sent and received by its systems but the
recipient should also check this Email and any attachments for
the
presence of viruses. IDRS Ltd accepts no liability for any
damage caused by any virus transmitted by this Email."

tracy3108

Well, off to Cisas, finally got my email from Orange today with go to Cisas.


It said 'this might not be what you were hoping for' - It totally was!


Now the wait.

ulaggy

Must have been some weird glitch, resent it and got the confirmation email thankfully!

Guess now we have a bit of a wait whilst CISAS do their bit, then EE talk their rubbish!

muse213

CISAS should be pretty quick in replying, fingers crossed it doesnt take too long!