T-Mobile - more guidance from Ofcom

2 October 2009

Bitterwallet - T-MobileThe T-Mobile cancellation saga is still rumbling on with the mobile provider still refusing to allow customers to cancel their contracts following the recent steep hike in international roaming charges, even though it seems blindingly obvious that the T-Mob don’t have a frigging leg to stand on.

Some of you have been using our template letters and are being stonewalled by T-Mobile’s refusal to back down over this one. If you’re serious about trying to cancel your contract, it’s probably well worth digging in and locking horns with them.

Out of the blue, we’ve received a fresh quote from a spokesperson at communications regulator Ofcom, which should help clarify how you can escalate your grievance with T-Mobile. Ofcom said:

"We are aware of the changes to T-Mobile’s roaming charges and we are looking into the matter to determine whether any further action is appropriate. In the meantime, you may find it useful to know that Communications Providers in the UK are required to implement and comply with an Ofcom approved independent Alternative Dispute Resolution Scheme (ADR) for the resolution of disputes between the Communications Provider and its domestic and small business customers, in relation to the provision of public electronic communications services (where a small business is one with 10 or fewer employees/volunteers).

T-Mobile is a member of CISAS which is based at:

24 Angel Gate
City Road
London EC1V 2PT

Email: [email protected]

Tel: 020 7520 3827
Fax: 020 7520 3829

If you have exhausted the T-Mobile complaints procedure and you remain unhappy, you should request that T-Mobile sends you a letter which outlines their final position. This is known as a ‘deadlock’ letter. Once you have received this, you will be able to take the dispute to an Alternative Dispute Resolution (ADR) scheme, in this case CISAS. You are also able to take your dispute to an ADR scheme if it remains unresolved after a period of 8 weeks after the date which you first complained."

So there’s some fresh advice straight from the people who should ultimately be able to decide whether or not T-Mobile are going back on the complicated wording in their contract. We’ve got a feeling this one’s going to rumble on for a while longer yet. Keep us up to speed with how your battles with T-Mobile pan out...

TOPICS:   Mobile   How To Guides

30 comments

  • raj
    thanks fo this info!
  • Jeffrey A.
    Just a quick note, T-Mobile CS are completely aware of the CISAS procedure, and will mess you about as much as humanly possible in order to avoid you being able to forward the complaint to CISAS. They will all out refuse to send you a 'deadlock' letter. Seriously, biggest bunch of chuff lovers I've ever known. I hope T-Mobile and all their employees die a slow and painful death involving having all their skin removed and being thrown into a vat of salt.
  • The B.
    T-Mobile, you get what you pay for.
  • kirsty
    So basically... We're fucked.
  • Jeffrey A.
    Not really Kirsty, But if you want to bother following OFCOMs advice, this will waste you hours and hours, and even more hours, of your time and patience. And, after all that, CISAS will basically come back to you and say 'Sorry, we have no decision on this'. Both OFCOM and CISAS are completely spineless and will not help any of us.
  • kirsty
    I sent my letter two weeks ago, and beyond a text to say that they'd received it and would reply within 7 days, I've heard nothing. I keep getting calls from them (08454122750) but the call is disconnected after a few seconds, so I can't even ask for their final decision in writing.
  • Brian
    Boring
  • Tom G.
    Will have to give this a go, I am determined not to let them win! Thanks for the info
  • Dave
    Jeffrey - "I hope T-Mobile and all their employees die a slow and painful death involving having all their skin removed and being thrown into a vat of salt." - Nice, dickhead. Seriously? So much hate, I'm quite happy to bet that the majority of people using this to get out of their contract are using it purely just to blag a free phone, and then they will go and start a new contact with someone else. I hope the Telco's in the UK start a blacklist of people doing this so you'll end up unable to get a contract and have to take a pay as you go phone. Fucking wasters, get a life.
  • Jagger
    Dave: no one is trying to blag a free phone – its our right to cancel! you obviously don’t go abroad (or get out much) to know how these price increases will affect us normal people!
  • Mango
    Dave: no one is trying to blag a free phone – its our right to cancel! you obviously don’t go abroad (or get out much) to know how these price increases will affect us normal people!
  • Dave
    Jagger/Mango/Whoever - "no one is trying to blag a free phone – its our right to cancel!" So you are telling me that anyone that signed up to a new contract before the changes were announced won't take this opportunity to essentially keep the new phone, cancel the contract, then sign up to a new contract and get another new phone? Don't be so naive...
  • Mango
    Dave: Well most mobile companies (e2save / OSPS etc..) charge £300 + VAT if you cancel within the "first period" of your contract, the first 120 days. I am trying to say "eligible" people (people who have incurred roaming charges in the past with T-Mobile) should be given the automatic right to cancel. If you are on t-mobile you will know how crap a company it is, with no customer service and just weak a service provider it is. They are fully aware that the change will entitle ALL t-mobile customers the right to cancel. To avoid this, they shouldn’t increase their prices – that’s my final word on this. A customer is free to choose the most beneficial option to them so yes, we will go onto another network – its just common sense. (p.s. do you work for t-mobile??)
  • Dave
    "To avoid this, they shouldn’t increase their prices – that’s my final word on this." - So operating costs increase, then their prices shouldn't? Not a business owner then? Or a not a successful one at the very least... I've used at one time or another every service provider in the UK, O2, Orange, T-Mobile, Vodafone etc - I've found them all to have good points and bad, its all relative. "A customer is free to choose the most beneficial option to them so yes, we will go onto another network – its just common sense" - For some, yes, I agree, for most though its a money making blag/loophole. And no, I don't work for T-mobile - just dismayed at the bandwagon that is heading for a breakdown due to the weight of it. Anyway, enjoy your free phones. :)
  • raj
    "Karen" from the t-mobile complaints department called me today after I sent an e-mail to escalate this further and requested a deadlock letter. She said she would send me their complaints procedure. Now i guess the next step is to exhaust their complaints procedure until they send me a deadlock letter?
  • sinbad
    raj: either that or kick up a stink about the abysmal customer relations service... I did and they gave me my PAC over the phone free of charge
  • raj
    sinbad: were you in contract of out of contract??? you might just be the first person to beat t-mobile!
  • raj
    sinbad: were you in contract or out ofcontract??? you might just be the first person to beat t-mobile!
  • Nirave
    @Sinbad, If you were IN contract, they'll still give you your PAC code free of charge but you may then find that when you actually cancel, they charge you a massive ETF!
  • KC
    Hi all, After sending the letters so kindly provided by BitterWallet.com and then waiting near enough 2weeks i finally got a letter from t-mobile. apparently they do not feel it will be detrement to myself as the roam charges are an additional service and due to that will not relinquish me from my contract early without charge. I suppose I am to now exauhst another complains department that do not hold the consumers interests in any regard.
  • raj
    KC : I think we need to go down the route that our contract is unfair (as stated in the template letters we sent out). Keep on stating all the consumer laws etc that were in the letter when you exauhst their complaints dept. This is how I am going to try and get out of my contract, hope its the right way???
  • KC
    @Raj - Yeah, i can only assume untill Ofcom either investigate and/or decide what they are doing is wrong then all we can do is moan at them, even if it doesnt not result in anything what so ever. I have a feeling this wont be resolved untill my contract is up in april = \
  • raj
    Having followed this Ofcom advice t-mob sent me their code of practice. The next step is to escalate the complaint a manager. Apparently if you have received a letter or e-mail from t-mob and do not reply within 14 days, they end your complaint. Best way to contact t-mob and escalate the complaint a manager: Email: [email protected] Managing Director: Richard Moat – [email protected] Customer Service Director: Russell Taylor – [email protected]
  • KC
    @Raj - Thanks for that info there. i wasnt aware and would hate to have to start it all again.
  • raj
    A manager from T-Mob called me yesterday – “Dawn”. She said there was nothing T-Mob was prepared to do and that I have now exhausted their complaints procedure. She also said T-Mob would send me a deadlock letter stating their final position 8 weeks after my original complaint (i.e. mid November). After this I can take this to a ADR. She also went on to say I should seek advise from Citizens Advise Bureau or Ofcom or Legal Representatives, and T-Mob’s legal team will respond to any letter they send them on my behalf. I am taking this all the way until they cancel my contract and compensate me. Please write down your T-Mob experiences so that everyone has a clear picture of how T-Mob are playing this one.
  • KC
    Well I sent them an email in regards to the letter they sent, the letter which states they don't give a damn and the email I got back just states that as its an additional service they can remove, suspend, increase or decrease charges on it as long as they give enough notice and I cant say anything about it apparently. -KC-
  • raj
    Ofcom help t-mobile, but not the consumer: http://www.ofcom.org.uk/bulletins/comp_bull_index/comp_bull_ocases/open_all/cw_01036/
  • raj
    Dear bitterwallet: Is this useful: http://www.ofcom.org.uk/bulletins/comp_bull_index/comp_bull_ocases/open_all/cw_01019/ Article about: Compliance with the Unfair Terms in Consumer Contracts Regulations 1999 in relation to Additional Charges
  • raj
    just spoke to Ofcom, they said I am now eligable to take this to an ADR scheme as I have received T-Mobiles position in writing (which I take to be a "Deadlock" letter). Contacted CISAS to request an application form for their ADR scheme. Will keep you all posted on how it goes.
  • Mango
    my account with T-Mobile is under dispute, got a text from them saying: "Going abroad? Find out for FREE how much its costs to call home by texting RO and the name of the country you are visiting to 150 from the UK" is this them covering themselves legally once again? by officially advising you to check Roaming rates as they have gone up SO high...?

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