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

Keverso

So today I received this

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Dear .....,

As you remain unhappy with the recent change in your terms and conditions I must advise you are able to seek independent advice from CISAS.

Under Ofcom regulations all communication providers must subscribe to an independent adjudication scheme, EE is a member of the Communications and Internet Services Adjudication Scheme (CISAS). If you so wish you may seek advice on this matter from CISAS, contact details for CISAS are:

CISAS
International Dispute Resolution Centre
70 Fleet Street
London
EC4Y 1EU

Email: info@cisas.org.uk

Phone no. 020 7520 3827

Please be advised while EE now considers this case to be closed.

Yours sincerely

Executive Office,EE

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Effectively telling me to go to CISAS but not issuing the deadlock I will need to do so. Any one (RC perhaps) got a suitable reply to hand?

I have only received this for my wife and none for myself but as the e-mail was only sent 20 minutes ago I am expecting mine any time now.

Kevin.

g6jns_2

Well we know that! Even so OFCOM really need to jump on EE for their systematic failure to issue deadlock letters. In any case CICAS is not an advisory body at all. Having read most of the thread regarding last years fiasco as well as this it is obvious EE need a serious kick in the groin. I am working on some suggestions.

Keverso

Maybe they are just hoping we will just give up and forget it. No doubt many people will. This will reduce the final number of settlements and they will probably regard that as a win.

If they take the initial number of requests and compare that to the final number of settlements and find that there was something like a 60-70% drop off I suppose there could be some justification in that view. The only price of that will be a hit to their reputation - and they clearly don't care about that.

RandomCurve

Keverso wrote: »

So today I received this

---

Dear .....,

As you remain unhappy with the recent change in your terms and conditions I must advise you are able to seek independent advice from CISAS.

Under Ofcom regulations all communication providers must subscribe to an independent adjudication scheme, EE is a member of the Communications and Internet Services Adjudication Scheme (CISAS). If you so wish you may seek advice on this matter from CISAS, contact details for CISAS are:

CISAS
International Dispute Resolution Centre
70 Fleet Street
London
EC4Y 1EU

Email: [EMAIL="info@cisas.org.uk"]info@cisas.org.uk[/EMAIL]

Phone no. 020 7520 3827

Please be advised while EE now considers this case to be closed.

Yours sincerely

Executive Office,EE

---

Effectively telling me to go to CISAS but not issuing the deadlock I will need to do so. Any one (RC perhaps) got a suitable reply to hand?

I have only received this for my wife and none for myself but as the e-mail was only sent 20 minutes ago I am expecting mine any time now.

Kevin.

Finally - A deadlock letter!


It Seems that the pressure of copying in Lynn at Ofcom is having an effect.

Keverso

OK. I thought they had to give me some sort of reference number - not just tell me to get lost like this.

So it looks like I can now open the case. Still waiting for the other one. If I do not get it today I will send them a reminder copying in OFFCOM.

Kevin

RandomCurve

g6jns wrote: »

Well we know that! Even so OFCOM really need to jump on EE for their systematic failure to issue deadlock letters. In any case CICAS is not an advisory body at all. Having read most of the thread regarding last years fiasco as well as this it is obvious EE need a serious kick in the groin. I am working on some suggestions.

I've been pestering Ofcom since last May and seen my MP twice, and frankly Ofcom don't give a damn about the consumer.
I have a case ready to submit to the parliamentary Ombudsman against Ofcom, but what we really need is the media to publish a story which shows how complicit Ofcom are/have been with the industry. I have ample documentary proof of how Ofcom dismiss anything the consumer says (even when evidence is supplied) and accepted anything EE tell them (without requiring evidence from EE) even when the consumer has proved clear documentary evidence direct from the EE legal team that shows that EE are misleading Ofcom.


Any help/ideas you have of holding Ofcom to account (or getting them to hold EE to account) would be greatly received - do you know any journalists?

RandomCurve

Keverso wrote: »

Received two (one mine - one for the wife) stating no more contact from them and sent 543s for each of them. That's another two that OFFCOM have copies of. Hope it helps...

It did!! Lets hope other receive deadlock letters too rather than the normal brush off.


Given you had to remind EE so many times to issue a deadlock letter (and copy in Ofcom) you should include that in your CISAS case. However I have seen CISAS rulings where the consumer has a won a back dated penalty free cancellation and CISAS have refused to provide compensation for the delay in issuing a deadlock reference as "financially the customer is no worse off having not received the deadlock letter earlier as the termination has been back dated". So if you do include it you will need to dress it up with "additional stress and frustration suffered as you wanted to get the matter resolved quickly, but EE were deliberately blocking your attempts to achieve this" or something that makes it more than just a "financial" inconvenience due to EEs constant denial

baldyj

Keverso wrote: »

So today I received this

---

Dear .....,

As you remain unhappy with the recent change in your terms and conditions I must advise you are able to seek independent advice from CISAS.

Under Ofcom regulations all communication providers must subscribe to an independent adjudication scheme, EE is a member of the Communications and Internet Services Adjudication Scheme (CISAS). If you so wish you may seek advice on this matter from CISAS, contact details for CISAS are:

CISAS
International Dispute Resolution Centre
70 Fleet Street
London
EC4Y 1EU

Email: info@cisas.org.uk

Phone no. 020 7520 3827

Please be advised while EE now considers this case to be closed.

Yours sincerely

Executive Office,EE

---

Effectively telling me to go to CISAS but not issuing the deadlock I will need to do so. Any one (RC perhaps) got a suitable reply to hand?

I have only received this for my wife and none for myself but as the e-mail was only sent 20 minutes ago I am expecting mine any time now.

Kevin.

There is a very cynical part of me that says EE have probably come to an agreement with CISAS, and so are happy to now point people in their direction!

sshariff

Finally received the response from CISAS who have given an extension until the 26th. I believe BananaPilot (Post 519) is the first person to expect the response on the 24th. If they do respond then probably they might respond to everyone at or about the same time.

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The company is finding it extremely difficult to provide a response in the initial time frame, so in the interests of making the company satisfied with our fairness we have provided them with a further extension. Under CISAS rules, one extension, up to 5 working days is allowed and we therefore expect the defence on or before 26/03/2014.

If we along with Ofcom cannot still provide an acceptable timeframe for the company to respond within then we will surely appoint an adjudicator on the case irrespective of whether the company has responded or not.

The adjudicator may then proceed to determine the dispute ex-parte on the basis of the statement of claim documents. However our adjudicator might still provide a further extension to the company with any timeframe that he/she may deem fit. You can be assured that we will ultimately deal with this case in all fairness as per our rules.

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Wallace231

received this yesterday... now what ??

19 March 2014
For information only
Dear Mr *****
Case No: ***** - ***** v T-Mobile (UK) Limited
We acknowledge receipt of an application for adjudication by the customer, a copy of which is attached for the attention of the company.
Please note that any further documents submitted after this date may lead to your application being restarted in order to give the company time to consider them.
In accordance with the rules of the scheme, the company is now required to submit two copies of their response to the claim, which should be returned to us within 10 working days of receipt of this letter, that is, on or before 02/04/2014. The company should list all papers being submitted, and where possible submit their response by email. A copy of any defence to your case received from the company will be sent to you and you will be given the opportunity to make any comments about it which you wish to make.
Please be advised that the company may contact you in order to negotiate a settlement of your claim. If they do that but no agreed settlement is reached they must still submit their defence to your claim by the due date above.
The company may decide to settle your claim in full, ie to give you everything you are claiming in your application. Under these circumstances the company will notify us and we will write to tell you. We will close our file at that time because the adjudicator has no power to award any more than is claimed.
We will contact you again in due course.
Yours sincerely,
cisas