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

glasgowm148

Phoned 150 to log it to my account so it's logged within the 30 days.

Usual, saying there wouldn't be a price increase & and I had no right to cancel. I told him I know they're told to say that, and I just wanted it logged to my account since no one at 150 has the right to give a penalty free cancellation. (They'll try and explain how it's legal - just say - 'I know what you've been told to say, I just want to confirm it's logged so I can get my CISAS Deadlock reference and not waste any of your time)

Requested the CISAS Deadlock reference (They are allowed 8 weeks from notification to reply). Even though I received no response to my emails they still logged escalated the complaint so I've to phone back on 28 March for my deadlock reference. (If it isn't resolved by then)

hammersfaniow

After getting no reply to my second email, I sent the following:

Dear Mr Swantee,

It has now been 12 days since I sent the email below and have had no
response. This is not in keeping to your usual deadline to respond to
all customer queries. Should I not receive a reply within seven days
then I shall assume you have no attempt to contest this matter and
will be requiring the details outlined below (when I asked for contract termination and PUK code). Should you not deem this
matter to be important enough to respond to, then I shall open a CICAS
case for the material detriment mentioned(in the first email).

Regards,



Yesterday I received a very short reply, just saying this:

"Case Reference: XXXXXXX
Account Number: XXXXXXXX

Please respond to executive.office@everythingeverywhere.com"

Any ideas anyone ?

glasgowm148

hammersfaniow wrote: »

After getting no reply to my second email, I sent the following:

Dear Mr Swantee,

It has now been 12 days since I sent the email below and have had no
response. This is not in keeping to your usual deadline to respond to
all customer queries. Should I not receive a reply within seven days
then I shall assume you have no attempt to contest this matter and
will be requiring the details outlined below (when I asked for contract termination and PUK code). Should you not deem this
matter to be important enough to respond to, then I shall open a CICAS
case for the material detriment mentioned(in the first email).

Regards,



Yesterday I received a very short reply, just saying this:

"Case Reference: XXXXXXX
Account Number: XXXXXXXX

Please respond to executive.office@everythingeverywhere.com"

Any ideas anyone ?

They aren't going to just let you out your contract. They have 8 weeks to reply from your original email (they don't have to reply, and probably won't), after which you'll need to request a deadlock code from EE, and give it to CISAS. They will fight it for you. As long as you have a Case Reference/Account number your sorted. Just find out the date you can get your deadlock code.

50Twuncle

I am leaving my contract as it stands - my 12 months expires in 10 weeks time
At what point, should I notify EE of this ?
I have already ordered my phone unlocking code on 28/02/14 (20 days delivery @ £20+ !!) so I am waiting for another 10 days - I am guessing that they will not deliver and I will have to involve CISAS anyway ............
I need a PAC code - which supplier are supposed to provide within 5 days - but is this free ?
Or is it going to be another case of "it will cost you to leave us" ?
Then it is a matter of who to pick and ensure that I only choose a monthly contract.......

hammersfaniow

glasgowm148 wrote: »

They aren't going to just let you out your contract. They have 8 weeks to reply from your original email (they don't have to reply, and probably won't), after which you'll need to request a deadlock code from EE, and give it to CISAS. They will fight it for you. As long as you have a Case Reference/Account number your sorted. Just find out the date you can get your deadlock code.

Thanks, but that wasn't really what I was asking. I meant is what they've sent me classed as a reply, as it really doesn't contain any real correspondence, and where do I go from here, is it now down to me to send another email and if so, should it be requesting deadlock code, because in my case they haven't yet admitted this being their final stance on the matter ?

RandomCurve

sshariff wrote: »

Hi RandomCurve,

We would appreciate it if you can also keep something typed up in advance for our small claims case filings which we might ultimately need to pursue.

Both OFCOM and CISAS are bodies created to give us the customer the feel that someone exists to intervene, however they are known to actually be there for the wealthy service providers to allow them act as they wish (just like Ofcom making amendments to allow them to increase prices by making their terms clearer)!

I still don't trust if there will be any positive CISAS outcome to this. I believe that our case adjudicators at CISAS never act independently and for cases that tend to go in the customers favour they will need to get it authorized by their senior (so much for being independent)!

We will have a greater chance of success in court. The 19th is not that far now when we get to hear back from EE!

We need to respond to EEs defence at CISAS first.


I have won 2 out of 3 at CISAS and took the one I lost to the SCC which EE settled before a judgement could be made, so whilst I don't always agree with CISAS decisions I think they do try and act independently is as much as they can. But I totally agree that Ofcom and CISAs are there to protect the industry (they can't have us all running off to court) and not for the protection of the consumer.

RandomCurve

WeaponX wrote: »

I sent my original e-mail on the Feb and got no reply. Then I resent the e-mail and got the below reply back last week. I still haven't had a call from them, what do I do next?


"Hello


Please accept our apologies. We are experiencing a high level of enquires and you will be called by one of our Executive agents in due course.


Sorry we are unable to provide a timescale.


Kind Regards


EE Executive Office"

Send the first email again, but add at the start, that they have not responded in anyway that makes sense - and copy in [EMAIL="Lynn.parker@ofcom.org.uk"]Lynn.parker@ofcom.org.uk[/EMAIL]

RandomCurve

glasgowm148 wrote: »

Phoned 150 to log it to my account so it's logged within the 30 days.

Usual, saying there wouldn't be a price increase & and I had no right to cancel. I told him I know they're told to say that, and I just wanted it logged to my account since no one at 150 has the right to give a penalty free cancellation. (They'll try and explain how it's legal - just say - 'I know what you've been told to say, I just want to confirm it's logged so I can get my CISAS Deadlock reference and not waste any of your time)

Requested the CISAS Deadlock reference (They are allowed 8 weeks from notification to reply). Even though I received no response to my emails they still logged escalated the complaint so I've to phone back on 28 March for my deadlock reference. (If it isn't resolved by then)

As you know they are just fobbing you off. Send another email requesting a deadlock reference and copy in Lynn Parker at Ofcom.

RandomCurve

hammersfaniow wrote: »

After getting no reply to my second email, I sent the following:

Dear Mr Swantee,

It has now been 12 days since I sent the email below and have had no
response. This is not in keeping to your usual deadline to respond to
all customer queries. Should I not receive a reply within seven days
then I shall assume you have no attempt to contest this matter and
will be requiring the details outlined below (when I asked for contract termination and PUK code). Should you not deem this
matter to be important enough to respond to, then I shall open a CICAS
case for the material detriment mentioned(in the first email).

Regards,



Yesterday I received a very short reply, just saying this:

"Case Reference: XXXXXXX
Account Number: XXXXXXXX

Please respond to [EMAIL="executive.office@everythingeverywhere.com"]executive.office@everythingeverywhere.com[/EMAIL]"

Any ideas anyone ?

I love this!


Send it back to them saying they seem to have appear to have forgotten to include a response.

Keverso

Hi all,

I have sent second e-mails pointing out I have not received a reply yet. I also included in the subject line "Deemed read and accepted". I got a read response but no reply. I guess we just continue the wait.

Kevin.