EE.T-Mob.Orange. Change T&C From 26th March 2014

dazz7400

jon1555 wrote: »

When they advised you to contact cisas was that from the terms and conditions email?

Don't want to send you to the wrong cisas templates!

Yeah Jon, that's correct. The T&C email reply

I posted the reply in post #1403

Thanks

RandomCurve

Wullie32 wrote: »

Nah it's not been 8 weeks yet, it's not that they won't reply, it's that they don't even seem to read the email and just assume it's a price rise query.

I get:

Dear Mr

Thank you for your email dated 2 and 8 May 2014. A response was sent to you on 25 April and 02 May, I apologise if both emails have not been received, please check your spam inbox for responses. Please see below a copy of the response for your reference:


Case Reference:
Account Number:

Dear Mr

Thank you for your email dated 22 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




Driving me mad!

Keep sending the email (copy in Ofcom) and start it with:
"You keep sending me a response in relation to the price increase, however fort the Xth time my compliant is in regards to the change in T&Cs, please have the courtesy to actually READ my email and do not send yet another price rise response but rather respond to my email which I reproduce for you AGAIN"
The more they "jerk your chain" at this stage the higher the compensation claim you request!!!

Wullie32

RandomCurve wrote: »

Keep sending the email (copy in Ofcom) and start it with:
"You keep sending me a response in relation to the price increase, however fort the Xth time my compliant is in regards to the change in T&Cs, please have the courtesy to actually READ my email and do not send yet another price rise response but rather respond to my email which I reproduce for you AGAIN"
The more they "jerk your chain" at this stage the higher the compensation claim you request!!!

Haha ok, shall do, thank you.

Should I continue to run with the price rise at the same time? Suspect that might eventually be far too confusing.

ryan92

rachx21 wrote: »

Adjudicator has been assigned miss vidette ogden

She was my adjudicator too and awarded me full compensation and penalty free cancellation!

Good luck!!

rachx21

ryan92 wrote: »

She was my adjudicator too and awarded me full compensation and penalty free cancellation!

Good luck!!

Thank you fingers crossed!

Matthew_c

Hi All,

I received this reply from the executive office on the 28th April but havent had a huge amount of time to post due to work.

Could anyone advise on the following please - many thanks matt

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

oxfordmark

EE have submitted "proof" that i didnt call to reject the T&C's.

Can i send the docs to someone to look over?

RandomCurve

oxfordmark wrote: »

EE have submitted "proof" that i didnt call to reject the T&C's.

Can i send the docs to someone to look over?

Did you call them? If so you can prove the contact from your phone bill. If not what does it matter? When I dealt with them last year the 'evidence' of the contents of the phone contact are so sketchy - and totally missed the point raised - that I told the adjudicator to treat it as further evidence of EEs poor customer service and put EE to strict proof to provide a full transcript of the conversation if they wanted to rely on it as evidence! Adjudicator sided with me on that occasion

oxfordmark

RandomCurve wrote: »

Did you call them? If so you can prove the contact from your phone bill. If not what does it matter? When I dealt with them last year the 'evidence' of the contents of the phone contact are so sketchy - and totally missed the point raised - that I told the adjudicator to treat it as further evidence of EEs poor customer service and put EE to strict proof to provide a full transcript of the conversation if they wanted to rely on it as evidence! Adjudicator sided with me on that occasion

12/02/2014 - Customer was calling reg the text that he recieved for Price Increase advice about the Update in T&C

I did ask in the call if i could cancel penalty free, but was told no. Can you add that to any other comments when you look at my defence tonight?

Many thanks

Mark

SimonD316

oxfordmark wrote: »

12/02/2014 - Customer was calling reg the text that he recieved for Price Increase advice about the Update in T&C

Given that they didn't actually announce the price increase until early April how on earth can you have been calling about it. It's fairly clear you were calling about the change in T&C's, and the operator didn't bother to record it correctly.

I'd do what RC has suggested, ask for a full transcript of the conversation. It's unlikely you'll get one.