EE/Orange/T-Mobile - Reclaim ALL price rises AND cancel contract re T&C change - 2

jocklatic

Seems to have been a while since anyone has posted on this thread. Has anyone any idea whats going on with the claims etc ? Is RC perhaps working on a new idea how to go forward or has it been moved to a new thread??????

Mikmonken

from my perspective, i got to CISAS (via CEDR parent company) who admitted they failed to follow procedure, but have refused to review the cases, which would allow them to prove their impartiality.

RC is trying to get engaged Ofcom engaged as they are responsible for ensuring that CISAS fulfil their contracts

jocklatic

Guess most people have seen the new thread re the £1 million refund due to EE's incompetance on VAT charges for data roming. I notice its been posted by MSE P.......it's just a pity our cause couldn't be picked up by MSE & given a bit of publicity!!!!!!

boatman

Yet another unfortunate 'error' by EE, seems strange that the 'errors' always gives them more money..

RandomCurve

boatman wrote: »

Yet another unfortunate 'error' by EE, seems strange that the 'errors' always gives them more money..

Funnily enough I don't find this strange at all


Has anyone contacted that useless chocolate teapot regulator known as Ofcom as to why EE are not required to contact past customers? After all Ofcom regulations state that there is an obligation on the provider to ensure bills are correct, with no such obligation on the customer.


Former customers – YOU NEED TO CLAIM. Former EE or T-Mobile customers will not be refunded automatically. If you think you may be affected by the blunder, call customer services now to claim a refund. The number's 07953 966 250 for former EE customers and 0845 412 5000 for former T-Mobile users (see our Say No To 0870 guide to cut call costs to these numbers).

RandomCurve

Mikmonken wrote: »

....

RC is trying to get engaged Ofcom engaged as they are responsible for ensuring that CISAS fulfil their contracts

So today I finally received the below next to useless (see paragraph in red) response from Ofcom as follows:


"Dear RC


Thank you for your email of 10 January requesting that Ofcom investigates CISAS. Lynn has asked me to reply.

It may be helpful to clarify at the outset that CISAS does not operate ‘under contract’ to Ofcom nor do we set or police the Rules under which CISAS operates with regard to its member companies. Moreover CISAS is not subject to the General Conditions of Entitlement which cover communications providers and which Ofcom enforces through processes that include investigations.

Rather, under the Communications Act 2003 (sections 52-54) Ofcom approves Alternative Dispute Resolution schemes, who seek approval, provided that they meet criteria set out in section 54 (2) Act. This approval is subject to periodic review. Our last such review of the CISAS and Ombudsman Service was completed in August 2012 when we confirmed the continued approval of both Schemes (http://stakeholders.ofcom.org.uk/consultations/adr-review-12/statement).

We will carry out a further review of the Schemes in due course. As part of that review we will seek views of stakeholders through consultation and also take account, amongst other things, of any complaints we have received about the Schemes since the previous approval.

In addition we monitor complaints that we receive about ADR schemes between reviews. While recognising that the Act requires that ADR schemes operate independently of Ofcom, we do raise with them issues of concern as appropriate to ensure that the schemes are aware of those issues and to understand any action they propose to take as a result.

On this basis we have been in discussion with CISAS with respect to a number of issues raised by the cases to which you refer. Accordingly we have taken the opportunity to feed back to them on how these might be improved which they can take into account as they review their own procedures. In particular, how they can ensure that customers are clear about why claims have not been accepted or reasons why their claim has not succeeded.

It is also important to remember that, as a further backstop to address potential failings between reviews on an individual case basis, the schemes provide an independent adjudication process to consider whether a case has not been handled correctly.

In conclusion, whilst we are therefore not in a position to investigate CISAS’ operation against its own Rules on the basis that you suggest, we have raised issues from these cases with them and will take account of their performance and processes in this area as part of our next review.


Regards"


Anybody know what the independent adjudication service that considers if claims have been handled correctly is - if not I'll ask our protector and champion - Ofcom!!

Mikmonken

RandomCurve wrote: »

Anybody know what the independent adjudication service that considers if claims have been handled correctly is - if not I'll ask our protector and champion - Ofcom!!

I have a sneaky suspicion its CEDR, i think i'll email Dr Karl to find out

Mikmonken

From public domain

http://www.cedr.com/docslib/CISAS_annual_report_2013.pdf

Marion Doyle - Independent Complaints Reviewer was used last year

nickthegreat

heroic work.

I enjoy a good argument, but god damn! 5 stars!

Mikmonken

Thank you cisas for my customer satisfaction survey I shall enjoy providing some frank and honest feedback!