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

tateman

I took out an iPhone 5s contract in November and explicitly asked if EE would can increase prices during this period, their customer service agent in the shop assured me it was a fixed price for the 24 months so I went ahead with my most expensive contract I've ever had.

I've been a customer for 14 years and did not get offered a deal or anything special so I'm paying the same as anyone else, I was happy to do due to it being a new iPhone. 3 months into the contract they send me a text saying they are amending my T&C's to allow price increases - errr no.

Three emails sent since last Thursday and not one response, not even acknowledgement of my fairly pleasant email, hardly indicative of great customer service!

andrewmp

Just received

Thank you for your enquiry to use the CISAS scheme. Unfortunately, however, we are unable to
process your application at this time as you have not provided a copy of a deadlock letter from the
company or clear evidence that you have been in dispute for more than 8 weeks.

If you have a deadlock letter from the Company or other evidence showing your dispute is more
than 8 weeks old please re-submit your application attaching the documents that you have.

You need to show that you have been through the company’s formal complaints procedure or that
you have been attempting to do so for more than 8 weeks.

In your case you should be corresponding with:-

Everything Everywhere LTD (EE) Complaints& Investigations, 6 Camberwell Way, Doxford
International Business Park, Sunderland, Tyne and Wear, SR3 3XN

We hope that you are able to resolve your complaint directly with the company. However, should
that not be possible, please re-submit your application when you have a deadlock letter or your
dispute is more than 8 weeks but has not exceeded a 12 month period.

Should you have any queries regarding this matter, please feel free to contact us

ed_209_2

What did your last piece of correspondence with EE say?

andrewmp wrote: »

Just received

Thank you for your enquiry to use the CISAS scheme. Unfortunately, however, we are unable to
process your application at this time as you have not provided a copy of a deadlock letter from the
company or clear evidence that you have been in dispute for more than 8 weeks.

If you have a deadlock letter from the Company or other evidence showing your dispute is more
than 8 weeks old please re-submit your application attaching the documents that you have.

You need to show that you have been through the company’s formal complaints procedure or that
you have been attempting to do so for more than 8 weeks.

In your case you should be corresponding with:-

Everything Everywhere LTD (EE) Complaints& Investigations, 6 Camberwell Way, Doxford
International Business Park, Sunderland, Tyne and Wear, SR3 3XN

We hope that you are able to resolve your complaint directly with the company. However, should
that not be possible, please re-submit your application when you have a deadlock letter or your
dispute is more than 8 weeks but has not exceeded a 12 month period.

Should you have any queries regarding this matter, please feel free to contact us

SimonD316

andrewmp wrote: »

Just received

Thank you for your enquiry to use the CISAS scheme. Unfortunately, however, we are unable to
process your application at this time as you have not provided a copy of a deadlock letter from the
company or clear evidence that you have been in dispute for more than 8 weeks.

If you have a deadlock letter from the Company or other evidence showing your dispute is more
than 8 weeks old please re-submit your application attaching the documents that you have.

You need to show that you have been through the company’s formal complaints procedure or that
you have been attempting to do so for more than 8 weeks.

In your case you should be corresponding with:-

Everything Everywhere LTD (EE) Complaints& Investigations, 6 Camberwell Way, Doxford
International Business Park, Sunderland, Tyne and Wear, SR3 3XN

We hope that you are able to resolve your complaint directly with the company. However, should
that not be possible, please re-submit your application when you have a deadlock letter or your
dispute is more than 8 weeks but has not exceeded a 12 month period.

Should you have any queries regarding this matter, please feel free to contact us

Your evidence should have included the email from EE that stated 'This is the companies final position and it refers the right not to enter into any further discussion with regard to this matter.'

CISAS have said this will be accepted as a deadlock letter.

persil33

I sent a letter and this is the reply I got.


Thank you for your letter received on 27th February 2014. I am responding via email as you have requested. Your letter states you would like to end your agreement without charge with T-Mobile due to recent changes to the Terms and Conditions.
As a company EE does not accept there has been any material detriment due to the recent proposed change in its terms and conditions. Under these circumstances any request from its customers to be released from contract without penalty will be declined. Any customer wishing to cancel their contract may do so by providing the relevant 30 days notice period required but they will be held liable for any early termination fee.
The company, EE, have fully complied with the General Conditions set out under Ofcom regulations and as the previous emails and this one sets out fully the final position EE has taken in the matter no further discussion will be entered into with regard to this matter.
Yours Sincerely
Victoria Hindle

so I emailed them and got this reply
Thank you for your email dated 01 March 2014. 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 condition 9.6 of the Ofcom/EU Framework for EU Regulations. This conditions 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 terminate their contract free of charge. When the changes are not of material detriment the customer does not have the right to terminate their contract. 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.
Please be assured our customer?s views are important to us and your comments are fully acknowledged.
Yours Sincerely
Victoria Hindle


strange how they mention a prise rise even though I had only mentioned the change in t&c.


so sent them the 2nd email template that you have done and this is the response I got.


With regards to your email received 03 March 2014. I do apologise for any previous confusion caused regarding this matter. I understand you are unhappy with the recent notification of changes to your account and wish to cancel free of charge.
The notification regarding updating our terms and conditions from 26 March 2014 is to offer customers more certainty in the event of us making any changes to their monthly price plan charge. The terms mean that if we increase phone plan charges above the latest rate of inflation (measured by the latest published RPI figure) customers can cancel their plan without charge. It is not a notification of a price increase.
These changes will make sure you have more clarity around notification of price changes and ensure we meet Ofcom regulations. The specific change relates to clause 4.3.1, which will change from the 26th March 2014 to the below:
"4.3.1 the increase in the Charges (as a percentage) is equal to or lower than the annual percentage increase in the Retail Price Index (RPI) published by the Office for National Statistics (calculated using the most recently published RPI figure before we give you Written Notice under 4.3)."




Ofcom's recent guidance was aimed at improving transparency and fairness in contracts for customers on several issues, including price increases in contract. The update to our T&Cs supports this aim and provides you with greater clarity about price increase notification, including the instances when you have a right to cancel your contract without charge. The cost of your price plan isn't changing so theres no reason for you to cancel your contract. Our aim is to make things clearer for all of our customers in the event of any future changes. If we raise prices beyond the rate of inflation then you would be able to cancel without penalty, if a price increase is in line with the rate of inflation then theres no right to cancel without charge.
Under Ofcom's GC9 rules, customers can only leave their contract if the change in the contract means they are materially worse off. Our recent update to T&Cs is a clarification of the existing price increase clause, and does not lead to customers being materially worse off. The change is to the customers benefit. Customers therefore can't leave their contract without penalty following this change.
Having now advised you correctly of the company policy. I am unable to respond any further regarding this matter. If you remain unhappy you have the right to seek independent advice.
Thank you for contacting EE
Victoria Hindle


any ideas what to do next ? thanks in advance

rufio1408

I have just received my daily 5pm update.

The operator who i was dealing with is no longer able to pursue this case and I can expect a call from a member of the executive office any time after the next 20 minutes (when I get home from my office)

I will keep you updated, but it seems that they are still not willing to give any answers.

andrewmp

SimonD316 wrote: »

Your evidence should have included the email from EE that stated 'This is the companies final position and it refers the right not to enter into any further discussion with regard to this matter.'

CISAS have said this will be accepted as a deadlock letter.

I copied that in but they're saying deadlock or 8 weeks.

bgeorge732

bgeorge732 wrote: »

Hi, I put in a cisas application but not sure if I emailed evidence correctly. I just forwarded all the emails with the subject line appendox1 ,2 etc and the first line was my reference number. Would that be the correct way or do I need yo resend. I sent them in the 27th Feb. Thanks

Anyone got a answer for this? Thanks

sshariff

bgeorge732 wrote: »

Anyone got a answer for this? Thanks

You needed to paste each email in a Word document as a separate appendix. CISAS only accept Word, PDF, or JPEG files sent as attachments in your evidence email.

You need to resend the email as I have specified.

Nodding_Donkey

bgeorge732 wrote: »

Anyone got a answer for this? Thanks

You need to attack them to an email in the format asked for, from memory .doc,.pdf or .jpeg