EE/Orange/T-Mobile - Reclaim ALL price rises AND cancel contract re T&C change

claireb1

I sent my 1st letter on reclaming and got this reply. What is next?

Dear Ms

---

Thank you for your email dated 18 August regarding the price increase earlier this year. The contents of the email are noted and acknowledged.

Records show that my colleague, Victoria Hunt has previously responded to you in relation to this matter. I confirm that EE's position on this situation remains unchanged. If you still remain unhappy, you will need to seek independent adjudication. Victoria gave you details of CISAS in her email dated 30 April 2014.

As a regulatory requirement, all communications providers must be members of an Ofcom approved scheme that allows independent resolution of disputes between them and their customers for complaints that are unresolved after eight weeks. EE is a member of the CISAS scheme. Membership covers all brands - EE Mobile, EE broadband, Orange and T-Mobile.CISAS will determine whether the complaint falls within the jurisdiction of its ADR Scheme. We may argue that it does not. If CISAS agrees its Scheme applies, it will adjudicate on the complaint in line with the Scheme rules.

As a reminder CISAS's details are as follows:

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

Email: [EMAIL="info@cisas.org.uk"]info@cisas.org.uk[/EMAIL]
Tel: 020 7520 3827
Fax: 020 7520 3829

Whilst I appreciate this may not be the response you had hoped for, I trust I have clarified EE's position on the matter.

Yours sincerely

Nicola Newman
Executive Office, EE

EFC_1878

Please ignore this post.

EFC_1878

Started filling out the forms for the CISAS case, and I have a couple of questions.

What do I put in the box underneath 'You must put an amount in this box if you want the adjudicator to tell the company to give you money and you must provide a breakdown and reasons for the sum claimed (e.g. stress and inconvenience, refund, customer service etc). You must provide evidence to justify the amount claimed. You cannot change the amount at a later date.'?

Are appendix 1 and appendix 2-X the same thing? Or is appendix 1 emails I have sent to EE on this matter, and appendix 2 those they have sent to me in return?

Mikmonken

@claireb1 see post #5 you're now taking your claim to CiSas.

@Efc_1878 this May not be in the order you asked but I will try and help.

Summary of your complaint is detailed in post #6 or maybe #9 but it's headed summary. It's just shy of 750 words and is broken into 2 parts claim 1 and claim 2

In each part of claim 1 and claim 2 there is a bit the
A mentions compensations an amount of £50 I cut and paste the text around that in both boxes. I.e £50 for claim 1 for stress of price rise £50 for claim 2 stress of t&c change.

(It's better worded in the claim)


In relation to the appendices yep they might be the same email it won't do any harm to upload the same one twice.

See quote from post #5

You will also have an option to upload "evidence" or to submit that separately by email - I suggest you submit it separately via email (as the attachments method did not work when I tried to do it that way). The evidence is just the emails you have sent EE and the responses you have received. If you have a copy of the Text they sent in February and you can "copy" it into an email then use that too. If you have a “welcome” letter scan it in and attach it. These emails/documents are the Appendix 1.x and 2.x.

Mikmonken

As for the 15 - 19 pages, the post is based on a word document via fightmobileincreases.com which is a document containing everything you need in one place so it is 19 pages.

Just make sure you change all the red text and you'll be fine.

Mikmonken

claireb1 wrote: »

I sent my 1st letter on reclaming and got this reply. What is next?

Dear Ms

---

Thank you for your email dated 18 August regarding the price increase earlier this year. The contents of the email are noted and acknowledged.

Records show that my colleague, Victoria Hunt has previously responded to you in relation to this matter. I confirm that EE's position on this situation remains unchanged. If you still remain unhappy, you will need to seek independent adjudication. Victoria gave you details of CISAS in her email dated 30 April 2014.

As a regulatory requirement, all communications providers must be members of an Ofcom approved scheme that allows independent resolution of disputes between them and their customers for complaints that are unresolved after eight weeks. EE is a member of the CISAS scheme. Membership covers all brands - EE Mobile, EE broadband, Orange and T-Mobile.CISAS will determine whether the complaint falls within the jurisdiction of its ADR Scheme. We may argue that it does not. If CISAS agrees its Scheme applies, it will adjudicate on the complaint in line with the Scheme rules.

As a reminder CISAS's details are as follows:

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

Email: [EMAIL="info@cisas.org.uk"]info@cisas.org.uk[/EMAIL]
Tel: 020 7520 3827
Fax: 020 7520 3829

Whilst I appreciate this may not be the response you had hoped for, I trust I have clarified EE's position on the matter.

Yours sincerely

Nicola Newman
Executive Office, EE

If you want to highlight there poor customer service a bit more, you could always go back a few posts page 3 I thinks and send an email to EE saying you've not answered my questions, my claim is about historic price rises and a change in t&cs, your response is in relation to a closed case regarding a mid contract price increase not directly related to this claim.

It might be worth doing that to emphasis to CiSas that you're not trying to resubmit the claim you previously lost with.

EFC_1878

Mikmonken wrote: »

You will also have an option to upload "evidence" or to submit that separately by email - I suggest you submit it separately via email (as the attachments method did not work when I tried to do it that way). The evidence is just the emails you have sent EE and the responses you have received. If you have a copy of the Text they sent in February and you can "copy" it into an email then use that too. If you have a “welcome” letter scan it in and attach it. These emails/documents are the Appendix 1.x and 2.x.

Right, I've now found the 24 page word document on RandomCurve's site, so my understanding is a little clearer now.

So once I press submit on the CISAS website, do I then send them that 24-page word document as appendix 1.0 via email, and send my correspondence with EE as appendix 2.0?

ulaggy

I copied and pasted my emails into the CISAS email (which goes to info@cisas.org.uk) rather than a separate word document, but that's because that's how I did it last time! The CISAS email is sent AFTER you've submitted the claim. In the CISAS claim document, which is what I used, you need to copy from where it says Summary (the start of the document) down to the end of the bit where it says

Details of the refund request are at appendix 1.1
Correspondence is in relation to this is at Appendix 1.2 to 1.X
Details of the Penalty Free cancellation request are at Appendix 2.1
Correspondence in relation to this is at Appendix 2.2 to 2.X

You'll also need to adjust the 1.x and 2.x to fit however many bits of evidence you send in.

My appendices were 1.1 (the long argument), 1.2 Email I sent 1.3 Picture I sent of service agreement to accompany email 1.4 EE response and so on.

2.1 was the other long argument. 2.2-2.4 I wrote "This is the same email sent and same reply received as appendix 1.2-1.4" or something along those lines

I think pages 15 and 19 refers to the Word document version of the CISAS claim. It's about 22-23 pages or so in length.

For the compensation box, I put £90 in total. In the evidence bit, I put

Failure to properly address my complaint - £30


Lack of duty of care (Professional Dilligence) and Misleading Notification / Not acting in good faith due to the wording of the SMS notification and subsequent internet explanation of the effect of the change in the Terms and Conditions - £30


Stress and inconvenience of having to contact T-Mobile / go through a CISAS case - £30

ulaggy

Aw, teach me to reply before checking page 8. Wot 'e said!

ulaggy

EFC_1878 wrote: »

Right, I've now found the 24 page word document on RandomCurve's site, so my understanding is a little clearer now.

So once I press submit on the CISAS website, do I then send them that 24-page word document as appendix 1.0 via email, and send my correspondence with EE as appendix 2.0?

Nah, the document is made up of Appendix 1.1 and 2.1 (the price rise claim and the T&C claim)

1.2 onwards and 2.2 onwards are your supporting evidence. So the emails you've sent and received would be 1.2, 1.3, etc depending on how many you sent and received. As I already had a CISAS case, I submitted that as evidence - I think I put it as 2.6 or something because I was drawing attention to something the adjudicator had said. In the Appendix I put "PDF document of previous CISAS claim" with the PDF as a file attachment.

It's really confusing if you've not done all this before. I have done it once, previously, and I was still confused at various points!