Cancel your T-Mobile contract - Ofcom still considering action
It may seem like the T-Mobile debacle is but a fading memory, with the mobile operator stonewalling any customer who pointed out their behaviour over increasing international roaming charges was, in a word, wrong. Their terms of service deliberately tied customers up in knots, and despite roaming charges clearly been included in a customer's agreement with T-Mobile, they were excluded from critical termination clauses by clever penmanship.
But here's something of interest - an official response from Ofcom sent just a few hours ago, to a Bitterwallet reader who used the letter templates we provided last month. Yes, it's still rumbling on - especially at the top of the food chain:
"We are aware of these changes and are looking into the matter to determine whether any further action is appropriate.
"In relation to your specific individual complaint, if you believe that the changes will cause a substantial increase in your bill (and thus a ‘material detriment’); you should raise this directly with T-Mobile.
"T-Mobile should consider this complaint and, if they agree that it will result in material detriment, should allow you to leave the contract without penalty. If T-Mobile refuses to offer this and you still believe material detriment will occur, you should follow T-Mobile’s complaints procedure in their code of practice. This is available through T-Mobile’s website at: www.t-mobile.co.uk/help-and-advice/our-brochures/corporate-information/.
"If the changes will not impact on your bill i.e. you rarely travel abroad, T-Mobile can hold you to the existing terms and conditions."
A couple of points to take from this:
- the regulator is still investigating the matter, even though it's well over a month since T-Mobile announced the increases in roaming charges. Why so long, Ofcom?
- the inference in the final line is that if the new charges will cause material detriment, then in Ofcom's opinion T-Mobile can't hold you to the existing terms and conditions.
Does this mean the regulator is on the side of those who will be screwed into the floor by the changes? A decision over the possibility of further action would no doubt clarify matters. We'll be in touch with Ofcom shortly and let you know.