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

RandomCurve

g6jns wrote: »

You really need to use the Cisas procedure first. The Court will not take kindly to you using them as a first resort and might award costs against you. You should point out to EE that refusing to issue a deadlock letter constitutes "Unfair trading".

This is good advice, one of the sections on the SCC form is along the lines of "has this been to a separate arbitration process already, and if not why not". You could uses EEs refusal to allow it go to CISAS, but given you can still go to CISAS after 8 weeks I don't think the court will look favourably upon it.

dg-25

I have followed with interest the information provided on this forum and the advice offered.

To let you know I have followed the information provided by RC and have got to the stage where i recieved the the assumed Deadlock Correspondence and have submitted my case to CISAS.

As soon as i recieved the text message on the 07/02/14 i contacted 150 from my mobile and have been fobbed off in every phone call i ever made. I once got through to the cancellations team who were unable to look at my details due to a system glitch. When i tried a few hours later they wouldn't put me through unless i pre agreed to the cancellation fee on my contract being applied.

I understand that the pre october 2012 process could be a little harder to argue, but hey no harm in trying. Thanks to everyone who has added to this thread - think without this a great deal of people would have just accepted what they were being told by the robots on 150!

jakethepeguk

@RandomCurve - email sent.
Here's hoping someone gets a response, from the elusive Ofcom !

50Twuncle

I have asked EE for a deadlock reference - they refuse to communicate further with me on a matter of inability to supply me with a working UNLOCK code for my phone.....


Have any of you, managed to get a deadlock out of them ?

RandomCurve

dg-25 wrote: »

I have followed with interest the information provided on this forum and the advice offered.

To let you know I have followed the information provided by RC and have got to the stage where i recieved the the assumed Deadlock Correspondence and have submitted my case to CISAS.

As soon as i recieved the text message on the 07/02/14 i contacted 150 from my mobile and have been fobbed off in every phone call i ever made. I once got through to the cancellations team who were unable to look at my details due to a system glitch. When i tried a few hours later they wouldn't put me through unless i pre agreed to the cancellation fee on my contract being applied.

I understand that the pre october 2012 process could be a little harder to argue, but hey no harm in trying. Thanks to everyone who has added to this thread - think without this a great deal of people would have just accepted what they were being told by the robots on 150!

Thanks for joining us. We have a fair few people participating in the thread, It is a shame there is no way of knowing how many "viewers only" there are.


The 150 staff are a great first line of defence for EE to deter those who are not 100% sure of their position. To be fair to them they can only say what EE have told them to say, The blame must always lie with the Exec office.


I'm sure it can't be LEGAL to not allow you to talk with cancellations unless you agree upfront to pay the termination charge - I would add that as another £25 compensation claim for lack of duty care, in that they won't allow you to even explain your case to someone who can do something about it on the very number they say you have to call to request a penalty free cancellation - truly shocking!

g6jns_2

RandomCurve wrote: »

Thanks for joining us. We have a fair few people participating in the thread, It is a shame there is no way of knowing how many "viewers only" there are.


The 150 staff are a great first line of defence for EE to deter those who are not 100% sure of their position. To be fair to them they can only say what EE have told them to say, The blame must always lie with the Exec office.


I'm sure it can't be LEGAL to not allow you to talk with cancellations unless you agree upfront to pay the termination charge - I would add that as another £25 compensation claim for lack of duty care, in that they won't allow you to even explain your case to someone who can do something about it on the very number they say you have to call to request a penalty free cancellation - truly shocking!

This is a particularly blatant case of unfair trading. It needs to be hammered very hard with the OFT. It might also be the sort of thing Watchdog might like to take up.

jakethepeguk

quite an interesting thread to be read here, http://www.bbc.co.uk/programmes/b006mg74/features/lawyers-personal-battle-with-tmobile-over-bill , of where Tmobile, made a change to their terms and conditions.
The part I particularly like is " She knew that thanks to Contract Law, new terms and conditions cannot be added at a later date."
Just there for anyone, who is up to the CICAS part, but are still undecided if its worth going the full mile.

glasgowm148

RandomCurve wrote: »

Not sure if that is deadlock or not.


I would send #402 (copy in [EMAIL="Lynn.Parker@Ofcom.Org.uk"]Lynn.Parker@Ofcom.Org.uk[/EMAIL] and add at the end "Given the above regulations can you explain on what basis/Ofcom regulation EE are relying on in refusing to issue a deadlock reference"

Done that and just got this email back

Case Reference: xxx
Account Number: xxxx

Please respond to executive.office@ee.co.uk

Dear Mr Glasgow,

Thank you for your email and I am sorry you remain unhappy. Whilst I will not issue a deadlock letter on this matter, I have supplied details below, in order for you to approach CISAS on this matter.

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

Email: info@cisas.org.uk
Tel: 020 7520 3827
Fax: 020 7520 3829

I trust this clarifies our position in the matter.

Yours sincerely



Dawne Hauxwell

CISAS time then?

50Twuncle

Here's a new one
"With regard to your request to be provided with a letter of deadlock, I confirm that EE is under no obligation to provide deadlock and as such your request is declined. Further I confirm that EE will accept no liability for any problems that you may experience in unlocking your phone via a 3rd party"


EE are under no obligation to do anything other than take my monthly payment ?
And this is after they took £20.42 from my bank account to unlock my phone and this didn't work - leaving me with limited options towards getting MY phone unlocked

RandomCurve

GLASGOWM148


What is going on - why will they not issue a deadlock letter, but say you can contact CISAS?


I have called Ofcom 0207-9813-0401, and they advise that they can do nothing but confirm EE ARE Required to issue a deadlock letter, so I asked to be put through to Lynn Parker - who surprise surprise was in a meeting, however I have spoken to her PA and quoted from your letter and asked if Lynn could call me back o explain what has to happen to make EE abide by the rules.


I won't hold my breath waiting for the call back, but if others who have been refused a deadlock reference can give Ofcom a call and ask what is going on it might help (as they helpfully point out - we can't do anything on an individual basis, but we monitor the level of complaints).

In the meantime give CISAS a call and ask if they can take a case based on EEs response.

Cheers