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

Mikmonken

duk3nuk3m wrote: »

I've received this email today from Ofcom in response to the EE Corrupting Due Process email that I sent 2 days ago...


We appreciate the time taken to share this case with us. For your information, Ofcom are not able to review!individual!complaints that have been handled by the two approved Schemes (Ombudsman Services and CISAS). The Communications Act requires that individual complaints that are dealt with by either of the approved schemes are independent from Ofcom and the relevant Communications Provider - Section 54(2)(a).

OS and CISAS manage approximately 15,000 telecoms cases a year, and we appreciate that occasionally consumers or providers might be unhappy with the way in which their case was handled. Ofcom requires that each Scheme offers consumers and providers the right to complain about the way in which their complaint was handled (though not the decision itself). To that end, each Scheme has an Independent Assessor (IA) to respond to complaints about how their case was handled. If you remain dissatisfied with the manner in which CISAS has managed your case, we would encourage you to contact CISAS about this and have your complaint heard by the IA, rather than by Ofcom.

We always welcome feedback on consumers’ experience of using the two approved Schemes. We are in contact with the Schemes on a regular basis and have strong and effective working relationship with them.

I got something along those lines too but i assumed it was because I copied OFCOM into my response to eE very strange.

Mikmonken

You'll be please to know though it only took 15 complaints for OFCOM to consider looking into a serious case, like cheating on the great British bake off, Seriously!

RandomCurve

I also received the same email.


Strange I have to go through this loop every time with Ofcom.


A new email will be sent reminding Ofcom

1. that this is NOT an individual cases (as they are well aware)
2. Ofcom put in the ADR service for a reason - so Ofcom should be ensuring it is fulfilling its remit
3. It is not for the consumer to chase the ADR to fulfil its remit the ADR has it is Service Level Agreement with Ofcom - so Ofcom need need to police it.

In the last two cases of this happening after going around the loop a few times we should get a reply back from Ofcom along the lines of:
Ofcom reference: 1-265323635

28 July 2014

Dear RC

Further to your email in relation to Ombudsman Services not accepting your complaint against Vodafone.

Ofcom have discussed this with them and they have confirmed that they made an error and will now take on your complaint.


Of course at this stage CeeSAS have not refused the cases, but the way Ofcom are trying to distance themselves from this the more I fear we will be seeing some "rejection" emails soon. Hopefully Ofcom are reading this and will reconsider!

Mikmonken

OFCOM are actually accountable for the actions of CISAS as the ADR went to competitive tender. (my area of work)

I just had a direct replay from Lynn, saying they will consider and reply in due course... I'm hoping this is a positive sign, as it's not receiving a generic response now...

bartonhillbum

I had a contract with 'Orange' for 2 years, In June I had £311 taken from my account, normally around £19 or £23 per month. I claimed the money back under 'Direct Debit Guarantee' and have done for July/Aug as despite telephoning 'Orange' many times, no-one has been able to sort out why my bill for June was so expensive, (I was at first informed that I had phoned a landline and had the call for 2 1/2 hours). I only have 10 mobile numbers in my phone - I am 66 years old and have never sent a text in my life. I have been told that I now have £151.00 credit on my account. As I never set up a password I am unable to see my telephone bills on line, the only communication I have had from Orange is a letter dated Aug 27 stating I now owe £411.32 and that my service has been suspended, can anyone advise me ??

Mikmonken

bartonhillbum wrote: »

I had a contract with 'Orange' for 2 years, In June I had £311 taken from my account, normally around £19 or £23 per month. I claimed the money back under 'Direct Debit Guarantee' and have done for July/Aug as despite telephoning 'Orange' many times, no-one has been able to sort out why my bill for June was so expensive, (I was at first informed that I had phoned a landline and had the call for 2 1/2 hours). I only have 10 mobile numbers in my phone - I am 66 years old and have never sent a text in my life. I have been told that I now have £151.00 credit on my account. As I never set up a password I am unable to see my telephone bills on line, the only communication I have had from Orange is a letter dated Aug 27 stating I now owe £411.32 and that my service has been suspended, can anyone advise me ??

first of all call 150 and press the # key on your phone, you will be able to speak to a customer advisor. you need to establish what's happened, during that call you can ask for online passwords etc to be provided. but before you proceed down the road of complaining you need to make sure that you have everything in order and all the facts. For what it's worth EE customer services can be quite helpful if your enquiring why a bill is expensive or if your phone has been barred. and dialling 150 and pressing # once the automated choices are finished will take you to a person and not go to the automated payment system (it's not advertised on the call though).

Citroen

Just received the following;

[FONT=&quot]Dear,
[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]Further to our previous correspondence in relation to your application to CISAS, we write to advise that we are unable to accept your application.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]In accordance with Rule 2 b) of the CISAS Rules, the scheme cannot be used to settle disputes that are the subject of a previous valid application made under the Scheme.
[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]You still have the option of taking your matter to court. Should you choose to pursue this course of action we suggest that you take independent legal advice from a solicitor or your local Citizen’s Advice.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]Accordingly, we are withdrawing your case. We regret that we are unable to be of further assistance.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]Kind Regards[/FONT]
*
[FONT=&quot]Service Team leader [/FONT]
[FONT=&quot]CISAS[/FONT]

Mikmonken

Citroen wrote: »

Just received the following;

[FONT=&quot]Dear,
[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]Further to our previous correspondence in relation to your application to CISAS, we write to advise that we are unable to accept your application.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]In accordance with Rule 2 b) of the CISAS Rules, the scheme cannot be used to settle disputes that are the subject of a previous valid application made under the Scheme.
[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]You still have the option of taking your matter to court. Should you choose to pursue this course of action we suggest that you take independent legal advice from a solicitor or your local Citizen’s Advice.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]Accordingly, we are withdrawing your case. We regret that we are unable to be of further assistance.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]Kind Regards[/FONT]
*
[FONT=&quot]Service Team leader [/FONT]
[FONT=&quot]CISAS[/FONT]

can you go back and ask for specifics as to what was subject to a previous of valid application claim?

Maccadinho25

Received the same - i am absolutely livid!

I have replied hastily expressing my disgust and requesting to see copies of the communication between EE, CISAS and OFCOM about this matter, reconfirming YET AGAIN that this is a different case altogether

I had to stop short and state i will come back in full in future before i said anything that they may have taken me to court over

Mikmonken

Maccadinho25 wrote: »

Received the same - i am absolutely livid!

I have replied hastily expressing my disgust and requesting to see copies of the communication between EE, CISAS and OFCOM about this matter, reconfirming YET AGAIN that this is a different case altogether

I had to stop short and state i will come back in full in future before i said anything that they may have taken me to court over

Me too, have also sent reply, please note though OFCOM may step in..