Pop Telecom Internet Contract do I have a case ?

JSmithy45AD

400ixl said:

Giammy85 said:

With me POP Telecom want to calculate the 7.9% increase only on the base package and not the discount. I have paid £15.99 per month, so they are trying to apply a 14.8% price increase to the amount I pay as a customer.

I have asked them to reconsider their position. Otherwise, to issue a final response so that the ADR CISAS can arbitrate on this matter.

They have applied the contract YOU signed. Their T&C's state they apply it to the PLAN rate, which is not the discounted rate. Did you read the T&C's before you signed up?

It is not that they have a rate and then it increases when the minimum term is up. They have a plan rate which they give you a discount against for a minimum commitment.

Any mid-contract rise (which I dislike enormously BTW) is always applied to the base rate no matter what the product. Why this comes as a surprise to anyone is puzzling.

Giammy85

400ixl said:

Giammy85 said:

With me POP Telecom want to calculate the 7.9% increase only on the base package and not the discount. I have paid £15.99 per month, so they are trying to apply a 14.8% price increase to the amount I pay as a customer.

I have asked them to reconsider their position. Otherwise, to issue a final response so that the ADR CISAS can arbitrate on this matter.

They have applied the contract YOU signed. Their T&C's state they apply it to the PLAN rate, which is not the discounted rate. Did you read the T&C's before you signed up?

It is not that they have a rate and then it increases when the minimum term is up. They have a plan rate which they give you a discount against for a minimum commitment.

Hear, hear!

The T&C state that “Each year we will adjust the amount customers pay per month”, so no explicit reference to a plan rate. Anyway, we told them: 

"I initially subscribed to a package advertised as ‘Fast & Affordable broadband with MoneySuperMarket’ at a monthly cost of £15.99. However, the invoices I have received from POP Telecom erroneously list the product as ‘Unlimited Broadband Average Speed 11mbps’ with a monthly charge of £29.99. This incorrect product description and pricing were only presented to me after the commencement of the service, which is not reflective of our agreed contractual terms.

Your persistence in upholding this inaccurate billing has resulted in an unjustified annual price increase (as previously highlighted) and is not only misleading but also constitutes a serious unfair practice. Furthermore, I wish to highlight that your failure to issue deadlock letters is a matter that will be viewed unfavorably and will be brought to the attention of CISAS as part of my dispute.

As evidence to support my claim, I am attaching two pertinent documents for CISAS’s consideration.

Due to these errors on the part of POP Telecom, I will be seeking compensation for the inconvenience and distress caused by the time and effort expended in attempting to resolve this matter, as well as for the upset and stress I have endured as a result of your oversight."

They have ignored and then even objected to CISAS with an unrelated "CPI is a long agreed increase which is used by all telecom providers in line with OfCom guidance. The customer is made aware of the increase on billing and in our terms and conditions."

CISAS rejected the objection confirming that the complaint concerns whether the company have applied the price rise as it should to their specific contract.

So only now POP Telecom has made an offer to reverse CPI increase, correct the account to the CPI increase of 7.9% (rather than 14.8%) and give a credit as a gesture of goodwill.