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

andrewmp

matty538 wrote: »

Why not just answer the phone?
You will have a month to use your PAC and as stated in your CISAS decision they must refund all line rental and charges back to Feb, so yes you can wait 3 weeks to use your PAC and still get all monies refunded.

I would be weary of negotiating a new deal with them you could be opening a can of worms, it maybe better to port out and then back again if you want to stay with EE.
Finally yes, if you dont use your PAC within 30 days it will expire and your contract will just continue.

They haven't tried calling me yet.

They're calling my wife instead even though she isn't the primary account holder. I'm in no hurry to leave and they were no help to me on the phone so they can write to me as far as I'm concerned.

g6jns_2

andrewmp wrote: »

They haven't tried calling me yet.

They're calling my wife instead even though she isn't the primary account holder. I'm in no hurry to leave and they were no help to me on the phone so they can write to me as far as I'm concerned.

If you really want to get the matter resolved then you need to stop being obstructive and try and help yourself. They have no incentive to sort matters out. If it does not get resolved you have nobody to blame but yourself. Quite why anyone should want to stay with a company that's Ben demonstrated to have such an appalling customer service record beggars brief.

andrewmp

g6jns wrote: »

If you really want to get the matter resolved then you need to stop being obstructive and try and help yourself. They have no incentive to sort matters out. If it does not get resolved you have nobody to blame but yourself. Quite why anyone should want to stay with a company that's Ben demonstrated to have such an appalling customer service record beggars brief.

I'm getting free service up to now, that's reason enough to me. You would think that would be an incentive to them too.

They have only called my secondary number (the wife's phone).

Jadams14

andrewmp wrote: »

I'm getting free service up to now, that's reason enough to me. You would think that would be an incentive to them too.

They have only called my secondary number (the wife's phone).

I've been getting the same from them, I think they are deliberately being awkward however two letters turned up today, one a cheque (wrong amount though) and one from the executive office stating they had take one number out of contract & credited the account, along with a PAC.


They seem to be forgetting that the claim wasn't just one number, so be fun to see what happens come next Thursday.

andrewmp

Jadams14 wrote: »

I've been getting the same from them, I think they are deliberately being awkward however two letters turned up today, one a cheque (wrong amount though) and one from the executive office stating they had take one number out of contract & credited the account, along with a PAC.


They seem to be forgetting that the claim wasn't just one number, so be fun to see what happens come next Thursday.

Mine was for more than one number (2) too. It's good to know they'll write to us. Personally I don't trust them enough to do anything via telephone and the onus is on them to provide the refund/PAC to me, until then it's free telephone service/savings scheme.

Westwalian

Hello
Some advice please....................
I've had my response from CISAS - i won however there is no mention of a PAC code in the letter it merely states:
"............i therefore direct the company to cancel the customer's contract as of 10th February 2014 without applying a penalty for doing so, to waive all charges incurred on the customer's account from 10th February 2014 onwards, and compensation of £100"
I e-maied CISAS on 7th June asking if they would direct EE to issue a PAC code as requested in my original case but i havn't heard anything back.

Also - All e-mails/correspondence for my case (on my part) has been for 2mobile phone contracts but the confirmation e-mail does not state whether this is for both or for just the one contract - again i asked CISAS to confirm in my e-mail last week but no reply.
It's been 7working days - should i try following up again or just accept what's been said in the adjudicators response?

Nodding_Donkey

Well EE have finally paid up albeit late. The only !!!!-up now they can make is chasing me for the last bill, issued after they worked out the rebate so I cancelled the direct debit.

GolfBravo

Received CISAS reply re: copy and paste adjudicator rulings and Rule 5(a)* enforcement.

I apologise for the delay in responding to you.

Thank you for your email, whilst we note the points and concerns you have raised, there is no concept of precedent at CISAS, so the decision of one adjudicator does not bind any other adjudicators. All cases are decided on a case-by-case basis.
The Adjudicator has made her final decision in this matter and has given her reasons for her findings. The adjudicator will take account of all of the circumstances you and the company have described in the evidence you both provided, and will consider the company’s published terms and conditions for the service you used, the law and any relevant customer service standards
All our adjudicators are trained to act fairly and in an unbiased manner throughout the adjudication procedure, ensuring that the decision is in line with the relevant law, any relevant codes of practice and contracts between the company and the customer. Rule 5(a) clarifies the decision-making process of our adjudicators; there is no procedure to directly ‘enforce’ this rule. However, the mechanism in place to protect customers who are dissatisfied with an adjudicator’s decision is the six-week period that customers have after the decision has been issued in which they are entitled to reject the decision. The decision will have no binding effect on either party, and the customer will not be prejudiced as a result of having gone through the CISAS process. The customer remains entitled to seek redress against the company by alternative methods, such as through the courts.

Please be advised that the Adjudicator’s decision is final and is not opened to review or appeal. It can only be accepted or rejected as directed

I trust this clarifies our position in this matter.

* Rule 5(a): “The adjudicator will be fair and unbiased throughout the adjudication procedure and will make a decision that is in line with the relevant law, any relevant codes of practice, and contracts between the company and the customer. The adjudicator will act quickly and efficiently”.

tateman

Nodding_Donkey wrote: »

Well EE have finally paid up albeit late. The only !!!!-up now they can make is chasing me for the last bill, issued after they worked out the rebate so I cancelled the direct debit.

EE somehow have managed to refund me only 2.75 months since Feb 28th until this Monday and charge me £27.49 termination fee. They really have no clue what they are doing do they?!

matty538

They tried to under pay me by nearly £100. I questioned how they came to the amount and suddenly Im told sorry we are wrong, its actually 140 but instead we will credit your last 4 bill payments. Erm no, what you will do is repay what you have been told to and not make out that you are doing me a favor.
So now Im waiting for a third response to see if they get any closer.