Mobile Phone Contract - Price Rise Refunds

Savedotmoney

How to cancel your contract penalty free over the phone with EE

I do not claim that this will work with everyone but it has with my contract.

Along with everyone else on this thread I was in the process of submitting my claim to CISAS to cancel my EE contract penalty free. I have personally met with RandomCurve to build the FightMobileIncreases.com website as we believed in trying to set up an easy to use website for the consumer by the consumer to stop big companies like EE increases prices. I hope the website is proving useful to you all, I am working on it to improve it.

I was researching various forum threads about this ongoing issue and I came across this one; http://community.ee.co.uk/t5/forums/forumtopicprintpage/board-id/announcementsandnews/message-id/1714/print-single-message/false/page/1.

I thought I would chance my luck. I rang 150, pressed 1,4,2,2 on my phone to reach the correct department. I then said the following "I would like to speak to someone about cancelling my contract penalty free following the letter I got about the 2.7% price increase." Immediately they put me through to a line manager. Touchy subject ay :rotfl:

I then spoke to a retentions manager. Naively on this occasion I was not armed with all of my information from my CISAS claim. I focused on "Material Detriment". I asked them "What is the definition of it?" and their sole response was they had raised it inline with RPI at 2.7%. I didn't do a very good job of replying because I couldn't remember stats and so forth. I left this conversation and opened up my CISAS template I had submitted (that's Appendix 1 in the templates).

Armed with my CISAS claim in front of me on my laptop I phoned through to the customer retentions department again. I spoke to another line manager after being put straight through to him again. In around about way my exact words were; "I would like to cancel my contract penalty free because under Ocfoms publication about price rises in fixed term contracts - Decision to issue Guidance on General Condition 9.6. I believe that your price increase of 2.7% is of material detriment to me. You have raised my contract by 2.7% in line with the RPI increase but this is actually more than the RPIJ of 2.0% and CPI of 1.7%."

I kept it simple around those points. I don't know if I was successful on this occasion and all other times I would not have been but I must have ticked a box because the line manager asked me "Do you want a PAC code" and he then put me on hold for a short while, he returned and stated my contract has been scheduled for cancellation penalty free.

1. If you are not successful first time, phone again and speak to a different manager.
2. Read any correspondence you are relying on, try to understand what all the legal stuff means!
3. Stay calm and collected. Stick to your points and let them waffle on.
4. Concentrate on the point of "Material detriment to yourself"
5. Concentrate on the RPI increase being more than the RPIJ and CPI.

Attached is Appendix 1 which you will find useful when making a call!

http://fightmobileincreases.com/docs/appendix.pdf

I wish you the best of luck, let us know how you get on!

Mikmonken

Savedotmoney wrote: »

How to cancel your contract penalty free over the phone with EE

http://fightmobileincreases.com/docs/appendix1.pdf

I wish you the best of luck, let us know how you get on!

thanks for this but the web link seems to be dead, going to give this a shot when i get home, or maybe tomorrow.

Savedotmoney

Mikmonken wrote: »

thanks for this but the web link seems to be dead, going to give this a shot when i get home, or maybe tomorrow.

Just fixed it :cool:

ulaggy

-

Savedotmoney wrote: »

How to cancel your contract penalty free over the phone with EE

I do not claim that this will work with everyone but it has with my contract.

Along with everyone else on this thread I was in the process of submitting my claim to CISAS to cancel my EE contract penalty free. I have personally met with RandomCurve to build the FightMobileIncreases.com website as we believed in trying to set up an easy to use website for the consumer by the consumer to stop big companies like EE increases prices. I hope the website is proving useful to you all, I am working on it to improve it.

I was researching various forum threads about this ongoing issue and I came across this one; http://community.ee.co.uk/t5/forums/forumtopicprintpage/board-id/announcementsandnews/message-id/1714/print-single-message/false/page/1.

I thought I would chance my luck. I rang 150, pressed 1,4,2,2 on my phone to reach the correct department. I then said the following "I would like to speak to someone about cancelling my contract penalty free following the letter I got about the 2.7% price increase." Immediately they put me through to a line manager. Touchy subject ay :rotfl:

I then spoke to a retentions manager. Naively on this occasion I was not armed with all of my information from my CISAS claim. I focused on "Material Detriment". I asked them "What is the definition of it?" and their sole response was they had raised it inline with RPI at 2.7%. I didn't do a very good job of replying because I couldn't remember stats and so forth. I left this conversation and opened up my CISAS template I had submitted (that's Appendix 1 in the templates).

Armed with my CISAS claim in front of me on my laptop I phoned through to the customer retentions department again. I spoke to another line manager after being put straight through to him again. In around about way my exact words were; "I would like to cancel my contract penalty free because under Ocfoms publication about price rises in fixed term contracts - Decision to issue Guidance on General Condition 9.6. I believe that your price increase of 2.7% is of material detriment to me. You have raised my contract by 2.7% in line with the RPI increase but this is actually more than the RPIJ of 2.0% and CPI of 1.7%."

I kept it simple around those points. I don't know if I was successful on this occasion and all other times I would not have been but I must have ticked a box because the line manager asked me "Do you want a PAC code" and he then put me on hold for a short while, he returned and stated my contract has been scheduled for cancellation penalty free.

1. If you are not successful first time, phone again and speak to a different manager.
2. Read any correspondence you are relying on, try to understand what all the legal stuff means!
3. Stay calm and collected. Stick to your points and let them waffle on.
4. Concentrate on the point of "Material detriment to yourself"
5. Concentrate on the RPI increase being more than the RPIJ and CPI.

Attached is Appendix 1 which you will find useful when making a call!

http://fightmobileincreases.com/docs/appendix1.pdf

I wish you the best of luck, let us know how you get on!

When T-Mob did the price increase last year, I took the "breached contract due to being .1% over the RPI" and the material detriment tact. However, they offered me a discount to cover the increase.

If they offer me that (they didn't by email this year) and I refuse, could that affect my claim? If they offer, should I just be firm and say that I want my termination as is my right?

Edit:

Currently on phone to T-Mob. First lady in retentions seemed fairly accepting of what I said (material detriment, Ofcom, etc) but said cos of how rare the case is, I needed to be put through to someone else. Now on hold, again. The next person seems to be collections or something and asked if I was wanting to make a payment.

Think T-Mobile might be trying to give me the runaround. Will phone back if unsuccessful with this lady, and I'll keep everyone updated.

Looks like i'm being passed to someone else - missed who they said I was going through to though!

Now being put through to the Pay Monthly department. Apparently due to automated cancellation systems, I'd be charged so I need to sort it out with them before I go through to cancellations. At least that's what I think he said - muffled his end!

Well, Pay Monthly was useless - all the same waffle about RPI, termination fees, etc. She's putting me through to the billing department. I get the feeling I'm being given the runaround!

Still on the phone - Billing department wasn't very receptive so asked to speak to a manager. I was quoting my contract, ofcom, etc. Lets see how person#6 goes! Apparently this is the Escalations department!

Savedotmoney

ulaggy wrote: »

-

When T-Mob did the price increase last year, I took the "breached contract due to being .1% over the RPI" and the material detriment tact. However, they offered me a discount to cover the increase.

If they offer me that (they didn't by email this year) and I refuse, could that affect my claim? If they offer, should I just be firm and say that I want my termination as is my right?

Edit:

Currently on phone to T-Mob. First lady in retentions seemed fairly accepting of what I said (material detriment, Ofcom, etc) but said cos of how rare the case is, I needed to be put through to someone else. Now on hold, again. The next person seems to be collections or something and asked if I was wanting to make a payment.

Think T-Mobile might be trying to give me the runaround. Will phone back if unsuccessful with this lady, and I'll keep everyone updated.

Looks like i'm being passed to someone else - missed who they said I was going through to though!

Now being put through to the Pay Monthly department. Apparently due to automated cancellation systems, I'd be charged so I need to sort it out with them before I go through to cancellations. At least that's what I think he said - muffled his end!

Well, Pay Monthly was useless - all the same waffle about RPI, termination fees, etc. She's putting me through to the billing department. I get the feeling I'm being given the runaround!

They are giving you the run around, ask to speak to a manager in the retentions department. They should be the end of the line for this conversation and should end it there and then.

When T-Mob did the price increase last year, I took the "breached contract due to being .1% over the RPI" and the material detriment tact. However, they offered me a discount to cover the increase.

If they offer me that (they didn't by email this year) and I refuse, could that affect my claim? If they offer, should I just be firm and say that I want my termination as is my right?

I wouldn't be entertaining any discounts. It's just a method of trying to get them out of the ....

Refuse, it's your right to terminate your contract penalty free.

ulaggy

Thanks mate, I shall see what happens with escalations - if this doesn't go well, I'll phone back and ask for a manager in retentions. Will also refuse any discount, though no one has mentioned it yet!

Retentions were useless. Repeated same stuff. Best he could do was arrange for someone higher to call back, who would say the same. So asked for that. Now calling them back to try Retentions manager, if they'll put me through to one.

Retentions lady this time around wanted to send me to service team or something. I said I'd prefer to speak to a manager in her department so will see how this goes!

I'm tempted to mention that I'm going through CISAS and will go to the small claims court where there is a history of customers winning. Advise them that it'll be cheaper for them to cancel it now, rather than be forced to cancel it (backdated till last month) and pay compensation!

Savedotmoney

ulaggy wrote: »

Thanks mate, I shall see what happens with escalations - if this doesn't go well, I'll phone back and ask for a manager in retentions. Will also refuse any discount, though no one has mentioned it yet!

Retentions were useless. Repeated same stuff. Best he could do was arrange for someone higher to call back, who would say the same. So asked for that. Now calling them back to try Retentions manager, if they'll put me through to one.

Retentions lady this time around wanted to send me to service team or something. I said I'd prefer to speak to a manager in her department so will see how this goes!

I'm tempted to mention that I'm going through CISAS and will go to the small claims court where there is a history of customers winning. Advise them that it'll be cheaper for them to cancel it now, rather than be forced to cancel it (backdated till last month) and pay compensation!

Just try stick to what I wrote in my post pal. I wouldn't threaten them with CISAS or anything like that because they won't play ball. You just need to appear to know your stuff and hit the nail on the head about material detriment and the fact you're entitled to a penalty free cancellation.

ulaggy

Savedotmoney wrote: »

Just try stick to what I wrote in my post pal. I wouldn't threaten them with CISAS or anything like that because they won't play ball. You just need to appear to know your stuff and hit the nail on the head about material detriment and the fact you're entitled to a penalty free cancellation.

No worries, I haven't mentioned it yet, and I won't - Would probably just result in the guy saying that if that's the case, then I should continue with CISAS case.

I'm on hold with the line manager, having explained stuff repeatedly about GC9.6, material detriment and the bit in my paper T-Mob contract (7.2.3.2) that refers to it! He was going to conduct an "investigation" but I was persistant about wanting answers a bit sooner. So I think he's gone to find a copy of the contract. I also mentioned that someone else had been successful doing exactly what I'm doing, so when they say "We can't do this", they're incorrect!

Savedotmoney

ulaggy wrote: »

No worries, I haven't mentioned it yet, and I won't - Would probably just result in the guy saying that if that's the case, then I should continue with CISAS case.

I'm on hold with the line manager, having explained stuff repeatedly about GC9.6, material detriment and the bit in my paper T-Mob contract (7.2.3.2) that refers to it! He was going to conduct an "investigation" but I was persistant about wanting answers a bit sooner. So I think he's gone to find a copy of the contract. I also mentioned that someone else had been successful doing exactly what I'm doing, so when they say "We can't do this", they're incorrect!

Exactly. It's something that they can do on the phone. They can do it right there and then, no investigation is really needed. It's funny how they scuttle off and find their paperwork. I had the EE guy ask me if I was recording him haha!

ulaggy

The line manager is claiming that "Material Detriment" clauses in the T-Mob contract is for people who have been unable to meet payments on a regular basis, and because my credit rating is good with all payments met, I don't qualify.


Well... that's a new one on me.

Should also add that he wanted to set up a complaint via Ofcom (I think) and he also explained about the complaints process and how it would take 6-8 weeks before escalation. At this point, I did bring up my existing CISAS case and explained that it would be cheaper for T-Mob to let me go now than to be forced into it with compensation!

He repeatedly said that there is no procedure for penalty free cancellations anyway. I asked him to clarify how the procedure for people not paying their bills worked. If they are going to say Material Detriment clause is for people not paying their bills, then I want to know exactly how that procedure functions. They obviously have an ability to terminate a contract penalty free in that instance. Basically, I'm trying to trip them up!