Mobile Phone Contract - Price Rise Refunds

zcakg26

Hey guys,

I sent my second email to EE on the 8th May 2014 (post #175). How long should I wait for a reply for them before I email them?

Much thanks

Mikmonken

I left it 5 days (including weekend) send a chase now saying it's been x days and you ding the wait unacceptable and copy in Lynn.parker@ofcom.org.uk I think it's just after #175 written by RandomCurve

It has now been x days since my last email, copy attached, in response to your xxx of the xxxx date

I find this level of customer service unacceptable and falls well short of the standards it would be reasonable to expect in a matter of this importance.

I have included my previous email and related correspondence for your convenience.

Regards

claireb1

I had my email of cisas yesterday. EE got act before 27/5/14.

Says ill get copies what send and have 5 days to comment or add to it. So may need some more advice on this stage when it approaches the time. Thanks again.

RandomCurve

Great to see so many claims going in - and the cross support being given on the forum.


Glad to say the new campaign website is up and running:


http://www.fightmobileincreases.com/


The templates and step by step guide can be accessed direct from the page linked above, or from the link below.


http://www.fightmobileincreases.com/fight-ee/fight-the-march-2014-price-rise/


Please tweet us and add us to your facebook - we desperately need to get as much publicity for the campaign as we can.


I will be adding an email on the campaign site (and on this forum) over the next few days which I would like as many of you as possible to send to Ofcom and the press (I will give email addresses).


Those of us behind the campaign all have full time jobs and families, so we may be a little slow in getting things rolling - but we are dedicated.


If anybody out there is journalist/knows a journalist - then please PM me

skuk21

RandomCurve wrote: »

Great to see so many claims going in - and the cross support being given on the forum.


Glad to say the new campaign website is up and running:


http://www.fightmobileincreases.com/


The templates and step by step guide can be accessed direct from the page linked above, or from the link below.


http://www.fightmobileincreases.com/fight-ee/fight-the-march-2014-price-rise/


Please tweet us and add us to your facebook - we desperately need to get as much publicity for the campaign as we can.


I will be adding an email on the campaign site (and on this forum) over the next few days which I would like as many of you as possible to send to Ofcom and the press (I will give email addresses).


Those of us behind the campaign all have full time jobs and families, so we may be a little slow in getting things rolling - but we are dedicated.


If anybody out there is journalist/knows a journalist - then please PM me

Great work RC, thank you so much for your continued support and assistance.

zcakg26

Much thanks Mikmonken.

So I've received a reply from Tmob for my 2nd email. They've just sent me this:

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 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 percent 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 7.1 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

How do I respond to Cisas now?

Much thanks.

Mikmonken

zcakg26 wrote: »

Much thanks Mikmonken.

So I've received a reply from Tmob for my 2nd email. They've just sent me this:

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[/COLOR][/I]

How do I respond to Cisas now?

Much thanks.

they've still not referred you to CISAS by the looks of things, you may need to send another chase copying in lynn.parker@ofcom.org.uk again, I can't trawl the forum at the moment but I think around, but if you look at RandomCurves post a couple up from here he has linked to a website hosting the fight and templates against EE et al. so it may be a little more straight forward to find what you need to send.

WraithGR

Mikmonken wrote: »

they've still not referred you to CISAS by the looks of things, you may need to send another chase copying in lynn.parker@ofcom.org.uk again, I can't trawl the forum at the moment but I think around, but if you look at RandomCurves post a couple up from here he has linked to a website hosting the fight and templates against EE et al. so it may be a little more straight forward to find what you need to send.

I had the same problem, they replied twice with their standard "go away" email. You just need to re-word your standard "you are not addressing all my points" email to say "you are STILL not addressing all my points" and keep copying in ofcom. See my post on page 21 (can't provide a link unfortunately).

Something along those lines should get you the letter saying "go to CISAS".

zcakg26

Apologies I pasted the wrong email!!

This is what they actually replied with to my 2nd email:

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.

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

I trust the above information is of assistance to you.

Yours sincerely

Thanks again for your help.

zcakg26

I think they have referred me for CISAS. So do I just send the Cisas template now?